BNK503: Role of a Professional Teller Case Study- The Difficult Customer - Management Assignment Help

Assignment Task:

Task:

Question 1 Speedy Action to turn Complaint into Compliment A bus shelter panel at a bus stop was damaged by a traffic accident and the concealed wires of the advertisement board were exposed. A passenger, Mr. Chand, was concerned about the danger posed by the exposed and broken electrical wires in a public area. Mr. Chand demanded that the bus company to repair the bus shelter panel at once. He also insisted that he be immediately informed of the follow-up action or he would repeatedly call the Customer Service Hotline every hour to check the progress. The case was passed to a supervisor for handling. The supervisor comforted Mr. Chand and promised to follow up the case immediately. The case was also immediately reported to Facilities Management Department and transferred to the senior staff for urgent rectification. Meanwhile, the supervisor kept Mr. Chand informed of the progress. The damage was fixed on the same day. The supervisor immediately contacted Mr. Chand to inform him that the damaged board was repaired. Mr. Chan was very satisfied with the Company’s efficiency and helpfulness and gave a commendation to the supervisor concerned. What principle lesson have you learned from the above case regarding customer service complaint? (2 marks) State two actions that were taken by the Bus Company in chronological order to resolve the issue made by the customer? (2 marks) Discuss the moral of the story: Customers Who Complain Are Still Customers (4 marks) Question 2 State four ways tellers can enhance job performance at their workplace. (4 marks) Question 3 State four (4) reminders that will help tellers understand how a good relationship with their supervisor can be valuable in their career development. (4 marks)

Question 4 Case Study- The Difficult Customer: Analyse the situation described below and then answer the questions that follow. Try to provide answers that reflect your understanding of the concepts covered in Lecture. Mai Le is a customer service representative for the Springfield branch of Illinois Bank. Her responsibilities include dealing with and resolving customer banking problems. A customer calls about a problem with his checking account. Mai Le is polite and asks a variety of questions to help her understand and deal with the situation. Nonetheless, the customer becomes defensive. His voice becomes louder and louder. Mai Le has been trained to deal with difficult customers, and she is trying to apply and maintain constructive and positive communication.

a) Briefly explain 3 steps should Mai Le try to follow in dealing with this difficult customer? (3 marks)

The above  Management  Assignment has been solved by our  Management Assignment  Experts at onlineassignmentbank. Our Assignment Writing Experts are efficient to provide a fresh solution to this question. We are serving more than 10000+ Students in Australia, UK & US by helping them to score HD in their academics. Our experts are well trained to follow all marking rubrics & referencing style.