preview

Menton Bank Case Study

Better Essays

Running Head: MENTON BANK

Menton Bank

Step 1 Menton Bank had historically focused on corporate businesses, an its share of the retail consumer banking business ha declined in the face of a aggressive competition from other financial institutions. Menton Bank’s new focus is on customer service, trying developing a stronger consumer orientation at the retail level. The goal is to seize the initiative in marketing the ever increasing array of financial services now available to retail customers (Lovelock, Wirtz, pg. 521)
Key Facts * The head of customer service representatives (CSRs) has stepped down and the position is open. * Karen Mitchell, 24 year old customer service representative, who had applied for the soon to be …show more content…

* She anticipated that top management would want to extend the program system wide after making any modifications that seemed desirable

Step 2 The root problem for Menton Bank is deciding a new Customer Service Representative that will help develop a stronger customer service orientation, enlarging the tellers’ responsibilities to include selling activates. Menton’s three candidates for the new position all thrive in certain categories to fill the position, but lack in others. Menton Bank is looking for the best well rounded candidate to fill the focus on a customer service.
Step 3 Each candidate has great experience at Menton bank. They all flourish in different ways in there positions they have. Karen Mitchell problems is “she simply refuses to sell.” With the new direction Menton is going, this is a big problem for Costanzo and Reeves to appoint her the new position as head of CSR. “I did try this selling thing but it just seemed to annoy people. Some said they were in a hurry and couldn’t talk now; others looked at me as if I were slightly crazy to bring up the subject of a different bank service than the one they were currently transacting. And then, when you got the odd person who seemed interested, you could hear the other customers in the line grumbling about the slow service” Mitchell said. (Lovelock, Wirtz, pg. 524) Jean Warshawski had issues with accuracy, tardiness, and chatty. “Reviewing her evaluations over the pervious three years,

Get Access