Customer service of a MNC bank Assignment
Added on 2021-04-08
13 Pages3729 Words59 Views
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Table of Contents1.Introduction.................................................................................................................................12.Identify key challenges...........................................................................................................23.Empowerment in an organization.......................................................................................34.Organizational culture.............................................................................................................35.Performance objectives..............................................................................................................45.1. Quality........................................................................................................................................45.2. Speed..........................................................................................................................................45.3. Dependability...........................................................................................................................45.4. Flexibility....................................................................................................................................55.5. Costs............................................................................................................................................56. Operation Strategy.....................................................................................................................56.Ways to improve collaboration................................................................................................67.1. Develop a common Language............................................................................................67.2. Get involved..............................................................................................................................67.3. Facilitate consistent Communications.............................................................................67.4. Encourage feedbacks............................................................................................................77.5. Provide an informal venue...................................................................................................78. Conclusion.....................................................................................................................................79. Recommendations.....................................................................................................................810. References.......................................................................................................................................911. Appendix......................................................................................................................................91.IntroductionThe purpose of this report is to evaluate and solve the issue about the complaints in the Customerservice of a MNC bank Case Study that has been received on a daily basis on their custom credit card business and banking accounts. Also it was complicated with lots of escalations and unusualamount of not satisfied clients. Emails about escalation and from clients reached headquarters in Singapore, which operations were done in Indonesia. Lots of revisions were done in each group of customer service, which includes senior staff members from Singapore, that were visiting Indonesian customer service operations. However, without no improvements. The reputation of the MNC bank became gloomy as the customer service tear was not working correctly and hard enough.
The recommended action aims to give instructions to solve the complaints issue. Reconstructing and illustrating Customer Service of a MNC excellence and experience of customer management, diagnosing methodologies and using innovative customer feedback, so such problems would not appear again, it would be needed significantly enhancing product features and as levers utilizing clients answers. In addition, there must be done a full review of CS operations, how they are performed, its People, policies, products and so on. There is also a significant role plays how department work with each other, are different departments as risk management, marketing, sales, back office, contact center, etc., engaged into the process enough and working as a team and are there enough of empowerment to solve the client dilemmas. Also wrong divided tasks and no periodically reviewed CS problems can lead to such situation.2.Identify key challengesThe most significant issue in MSN is customer complaints, thus to improve this misunderstanding, there must be done discussions and trainings in the bank to identify the issue and try not to repeat them. Customer relationship management (CRM) is based on the premise that the only way to find loyal customers are more profitable than non-loyal customers. CRM’s aims are to increase sustainability, sales, and customer loyalty. To achieve CRM, the interaction with the customer to boost revenue is assisted by a company wide range of tools, technology, and procedures. CRM is thus largely a strategic market and process concern instead of a technological challenge. (Dowling, 2002). Identifying from the feedbacks of CS the pain areas and resolving them, making surveys thorough clients and CS gives needed solution to the problem. The core problem as appears is not satisfied customers, thus the staff must be trained toprovide as much as possible their requests, with politeness and kindness. Analyzing CRM is also very essential to an organization, as is obvious, expertize in the front office called analytical CRM is known as back office CRM to evaluate the behaviors of consumers. In this type, technology is needed to process and aggregate the data gathered from clients, and making it easy
to interpret and also improve customer facing activities by introducing innovative business performance to enhance revenue and customer satisfaction. (Dyche, 2002) Refer to Appendix A1.3.Empowerment in an organizationOther issue that could arise is abusing the power, and as was mentioned before, illustrate others what is empowering and how to fight it, by this we aim to eliminate such kind of inappropriate actions that can lead to not efficient work. Dipping into the topic of empowerment, it is important to not forget about the variables cause the leaders to empower their staff. The survey stated that there are a lot of variants such as gender, racism, the education level, the task difficulty at a hand, and organizational culture too. Also there was found out that women are more affected to empower more than men, whereas men tend to seek to have power over the staff. This leads us to believe that women could be more likely to empower subordinates, but it isnot about the case, because as study revealed only 11% are women. When, males are 89% dominate among the organization. (Pitts, 2005) It is very significant to give attention into every aspect within organization, by solving them we can prevent worse situations and not effective teamwork. Also there was revealed that the meaning of empowerment within workplace can differ, every individual defines empowerment variously. Most of them were told that the defines differs from their managers, so manager should treat them generally by involving into the process and interacting with the staff. The overall consensus is that het employees want some type of empowerment, to gain control, respect or reputation, however the level and forms are very various and if this line crosses than empowerment leads to exploitation. (Kay Greasley, 2005)4.Organizational cultureRefer to Appendix 2.As MSN is a big bank, there should be surveys and internal infrastructure, where people can work one as a team and help each other. Good atmosphere in the workplace improves job adequate. If we look into this casus, we can see that not working in a team and lacking of efficiency make errors, and made an effect in CS, thus customers got pissed off. To improve this,it must be looked into the workplace infrastructure. If the culture of a company is going to boost the internal success of the organization, the culture must have a strategic competitive edge, and ideals and values must be universally expressed and strongly maintained. A good community, such as greater confidence and teamwork, less conflicts and more effective decision-making, willoffer benefits. Culture also offers an informal system of influence, a deep sense of identity with the organization, and a common awareness of what is relevant among employees. Employees
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