Presented by:

Group No. 8
 Case Overview
 Menton Bank was the largest bank in the region
 It has always been focusing on corporate business
 Needs to focus on retail consumer banking business
 New CEO was appointed and reorganization of the bank
was undertaken
 The position of head CSR was going to be vacant in a few
days
 Three candidates were considered for promotion to this
position
 Steps Taken By Bank
• Created new bank technology team.
• Tripled the number of automated teller machines.
• Branch renovation program designed to improve the cosmetic
appearance of the branches.
• Introduction of Electronic banking from remote locations
• Introduction of automated telephone banking.
• Introduction of home banking via internet.
• Central customer service office to solve customer’s problems
• New financial products had been introduced at rapid rate.
• Introduction of new training programs.
Hierarchy Of Positions
Comparison between CSRs and
CARs

Both the CSRs and CARs satisfy the customers but as the CARs are
for solving customer’s queries, they have to be more sensitive
towards customer satisfaction

CSRs as well as CARs both maintains best customer

relations by being friendly to the customers
Strengths and Weakness
Karen Mitchell
Jean Warshawski
Curtis Richter
 Group’s view
Karen Mitchell should be appointed as head
CSR because:
 She is more experienced as compared to
other candidates.
 If we look at new job demands of head CSR we
find that accuracy and efficiency are the most
crucial aspect.