1. Identify the steps taken by Menton Bank to develop a stronger customer orientation in its retail branches.
2. Compare and contrast the jobs of CAR and CSR. How important is each (a) to bank operations and (b) to customer satisfaction?
3. Evaluate the strengths and weaknesses of Karen Mitchell and other candidates for head CSR.
4. What action do you recommend for filling the head CSR position?
Problems and issues
In this case, the manager and customer service director of Menton Bank’s Victory Square branch were selecting the new head CSR. Three candidates had their own strengths and weaknesses. With previous promotion criteria for…show more content… Firstly, Karen Mitchell, who was the best choice based on the previous evaluation criteria, was challenging for selling skills and ranked the fourth with new criteria. Karen had excellent operational skills (Rank 1) with fast, accurate and professional performance. She had good relationship with fellow CSRs and customers. Three and half years teller experience was sufficient for promotion. She also showed that she wanted to take more responsibilities. However, on the downside, Karen’s selling performance was poor and showed resistance for bank’s new policies. Although the managers had talked to her to improve the selling skills, she still thought that CSRs and tellers were nearly the same position to provide fast and accurate operation, not selling. If Karen was promoted to the head CSR, the assignment and operational works would be performed well, but the selling performance might decline. The number of customers might be retained or even increased, but the profit might go down.
Secondly, Jean Warshawski, who was ranked the second place under the new evaluation criteria, had excellent selling performance (Rank 1). She had strong ability to recognize and identify the customers and their needs. She had good relationship with fellow CSRs and customers. She had three year teller experience including the part-time period. Her work was also well organized. But her operational performance