Bank’s service recovery

In all her service delivery Sue portrayed that she lived upto what was required of her. She not only acted professionally but also gave a personal touch to the way she handled the clients even using their first names on her correspondence to the customers. Whenever Sue got a call from the customers about a need or issue they were raising, she acted with promptness to exhibit the following attributes of effectiveness: • Timely response: – Sue’s reaction to the problems presented to her by the clients was timely.

She was able to call the clients back at the time she promised to call them back and she would ensure that all they needed done was done in the time span that she had promised. • Efficiency of service: – Sue’s response was highly efficient as she exhibits in depth knowledge and application of problem solving techniques. She knew exactly what needed to be done to resolve each issue. • Efficient and adequate communication: – Sue was able to clearly articulate the solution and time span to resolve each issue. • Polite language: – Sue knew that the art of communication is crafted by the ability to be polite and understanding.

Every time the customers called her and expressed their concerns and issues, Sue always used polite phrases like “I am awfully sorry, sir … Again may I apologize for any inconvenience you that experienced”. By stating that she was “awfully sorry”, Sue made the customers feel that she “felt what they felt” – like she could relate to the inconvenience the problem as hand had caused them. This would positively touch on the emotions of the customers and make them feel understood and give them their problem would be solved by someone who understood.

• Clear and informative response: – Sue told the customers how she would resolve their problem step by step and the outcomes or results they would expect. She expressed challenges that may be faced to make the customers make room for what may happen to delay the outcomes but expressed that these challenges could be overcome. A good example of Sue’s clear and informative response with Sue’s assurance “I know they have had a backlog due to computer problems at the card center, but they can prioritize any PBCs cards.

In the meantime, you can use your existing accounts since they are linked to your new ones. ” • Incentives to counter delays and bank ineffectiveness: – Sue sent the customers the customers a personalized pack professionally presented to portray her level of professionalism despite the bank’s overall service delivery flaws. The bank’s system recovery was eventually fully successful though it was hampered by many challenges and flaws in an effort to resolve the customers’ dilemma. Some of the flaws and challenges shown in the bank’s system in an effort to successfully ensure complete system recovery are:

• Continuous errors in the customers’ names: – despite numerous correction attempts even when the cards contained the correct names, the containing envelops were written with errors on the names. • Deliveries were not made on the days the bank had promised to deliver them. • It seemed that the customers always had to call the bank if they had any issues as the bank did not seem to make follow ups especially if they had sent some information or documents to the customers to make sure that the highly sensitive documents had been received by the clients.

• The bank did not send a notification to the customers about the expiry of their credit cards. The underlying problem lies in the standards and principles of service delivery in the bank. Though the bank finally managed to resolve the problems and issues that these customers had, the problem was not in the one case but in the organization of the bank’s systems and service delivery channels. The main problem lies in the way the bank manages its operations i. e. operations management.