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Customer Service

Central petroleum National Bank is one of the largest financial institutions in the Dallas Fort Worth Texas area. They have revenues of over 200 million dollars and they have investment holdings all over the world. They do business with many organizations as well as individuals in this region as well as in other parts of Texas. They have 17 Branches as well as a home office in downtown Dallas. As customer service rep that is in charge of providing customer service as well as opening new checking accounts you are on of many employees that they have. One day a customer comes in who is new to open an account and tells you he is moving all of his banking needs to your establishment and that he has more than 200,000.00 to deposit into your account due to poor service at his current bank. As you are working with him a regular customer walks in and signs herself in to be seen. You notice her and so you nod and hold up one finger and tell indicate that you will be with her momentarily. She smiles at you in return for the gesture and has a seat as you return to your work with the new customer. As you finish his paper work in walks his teenage son. As he sits down next to him he lays money on the desk and states that he wants to open an account there also. He tells you that he is on his lunch break and has very little time. By then the regular customer is getting restless and looking at her watch and glancing at you every few moments. Shortly after this she gets up and leaves abruptly. When you come to work the next day you find that she has sent a complaint letter about you concerning your lack of customer service for her and she states that you have an uncaring attitude.

With this in mind you need to answer four questions for you supervisor to help you better see how you should or might have handled the situation differently.

1. What did you do right in this situation?
2. What could you have done differently?
3. Do you believe that she was justified in her perception of the situation? Explain why.
4. Could she have misinterpreted your nonverbal communication to her? Explain

This is an exorcise too see how different professional would look at and see the ways that this type of concern could be handled.

Solution Preview

1. What did you do right in this situation?

I did couple of things right. First, I tried to portray an excellent image about my organization to the new customer and tried to provide him best possible assistance in his first time interaction with the bank. I made an extra effort to ensure that the account opening process is completed smoothly and the new customer feels satisfied after opening his account with our bank.

Further, i also did the right thing in terms of informing the regular customer that I will be with her shortly as I was with another customer, which she also acknowledged readily and waited for her turn.

2. What could you have done differently?

The only thing which i did wrong was ...

Solution Summary

Customer Service

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