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Case Study example - Behavioral and performance issues with a customer service representative

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Undergraduate
Case Study
Marketing
Pages 7 (1757 words)
The case shows a behavioral and performance issues with a customer service representative namely Pam Stewart observed by customer service manager namely Lesley Mohan. On the first day of Lesley’s joining in the branch, she was warned about Pam’s behavior by the former customer service manager…

Extract of sample

This study focuses on many challenges resulted by the recent deregulation of financial services in Canadian banking industry, many changes have been incorporated in banking system. Previously cross-ownership between four pillars (banking, insurance, trust and security) was not allowed but due to the deregulation it is possible now. This has brought many new opportunities and challenges in the market with increased competition. To meet new objectives pressure on customer service officers have been increased which also meant low flexibility in working hours and job sharing.
The Canadian National bank is among the largest chartered banks in Canada with 1600 branches around the nation. The focus of this study is on one of the case of employee behavior in the Chatham branch of Canadian National bank.
This case discusses two employees of Chatham branch of Canadian National bank, Lesley Mohan and Pam Stewart. Lesley was a newly hired customer service manager and Pam Stewart was 25 years employee, holding the position customer service executive. The main area of discussion is Pam’s conflicting attitude and Lesley’s respond to it. ...
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