Canadian National Bank Current Problems

Canadian National Bank Current Problems Case Study example
Case Study
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Executive Summary: Chatham Branch of Canadian National Bank is current engulfed in a crisis situation. This crisis situation entails an interpersonal conflict that has arisen between the manager of customer relations and a senior customer service representative.


To cope with the pressure of this kind of environment the bank has implemented a system by the name of Customer Service Capacity Management (CSCM). This system has proposed certain parameters for each branch of the bank. The branch managers of each of these branches are expected to implement these recommendations without any exceptions. In such a situation a branch manager expects full support from each and every employee working in his or her branch. But unfortunately the branch manager of Chatham Branch has been unable to get support of one of her senior customer service representative, who is holding her own grudges against the branch manager. This has resulted in a series of ongoing tension situation existing between the manager and the customer service representative. All efforts of the manager to reconcile the prevailing differences have resulted in a failure, and thus a point has been reached where the fate of both these ladies is in the hands of a disciplinary committee. Problem Statement: The main problem which is being talked about in this case is one of interpersonal conflict. This form of conflict is arising between a young, inspirational, cooperative customer service manager and an experienced, mid aged, frustrated customer service representative. ...
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