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Lloyds PPI Scandal - Bad Training at Fault

Written by Andy Trainer – Thu 13 Jun 2013

Lloyds-BankAmong all the other scandals of recent weeks came the revelation that Lloyds PPI complaints handlers were being trained to purposely reject valid claims.

An audio recording of an in-company trainer was seized upon by The Times as evidence that the banking group had been engaging in less than ethical practices.

The trainer told trainees to flat out deny or refuse claims, as most customers would give up trying to claim after an initial rejection.

Lloyds place the blame on the firm Deloitte who handled the whole program and another firm, Momenta, who was responsible for the hiring and training of the employees dealing with claims.

It shows that just as good training can have an immediate and lasting positive effect on businesses, bad training can have a severely negative one - something we emphasise on our Train the Trainer Course.

So how can businesses and individuals make sure they're getting the best possible training?

The Trainer's Responsibility

Much of the responsibility for quality training falls at the feet of the trainer; after all they're the ones delivering the training! Not only do they need to fully understand the needs of the client, they must find a way to communicate their message in an engaging and memorable way.

They also have a duty to not misinform. In the Lloyds case, it would appear that the trainer either gave false information to delegates or at the very least recommended methods that were in no way best practice.

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