Implications for Training

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Abstract
Banking customers have the knowledge and conviction to choose as never before, and the competitive environment that this is producing demands the change from systems to customer orientation. Training is one element in a process to achieve this change, but whatever form training takes, the drive must come from the top of the organisation via a clearly articulated statement regarding policy and commitment. Attitudinal and behavioural change will be part of the process, too, and banks should consider the benefit of recruiting trainees with an entrepreneurial attitude who welcome change, as opposed to trainees merely drawn to banking in order to juggle with balance sheets and money markets.

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