PNC (a large financial services corporation) was launching a new initiative – a combination of telephone banking and customer service – and it needed to make sure that staff members were well prepared. Our assignment: create and write user-friendly but rigorous training materials.

The resulting manual included reading materials, role plays, self-tests, and even humor; it helped the new service come out of the gate strong. We also created evaluation materials for use by supervisors. (Sorry, but confidentiality requirements mean we can’t show samples.)