Recommendations:

The business of the company is providing card protection for the International travellers. The

main problem of the travellers is to maintain the protection and to have the replacement at the

right time and also to stop / block the cards which are lost. The first recommendation for the

company is to provide a relevant training to the staff. The main issue with any company

dealing the customer is to have a strong customer centre and trained staff. The staff should be

trained with respect to the incoming issues and the ways to handle the same. This can be done

by regular trainings and also solving the staff queries in an efficient way. Also regular

updates and doing mock tests can help the staff to be equipped with the customer queries.

Also by following a regular innovation and using adequate tools the staff can be trained

efficiently.

Second recommendation is to have the automated process of recording the conversations

between the customer care staff and the customers. This can be done by using automated

processes like Avaya, which can be used to record this conversations and easy tracking of the

calls. In case of any issue in the conversation staff can be trained easily. Also it leads to audit

process of the calls and inefficient staff can be trained accordingly. This will lead to

motivation among the employees and thus leading to regular updates among the staff and thus

more improved processes in an organization. Also the main issues with any international

traveller are processing of the requests in a timely manner. This can be done by

acknowledging the problem and then using various automated ways to solve the issues. This

includes having a checklist for the same and thus solving the issues in a timely and efficient

manner. It also includes having a regular tie ups with the banks and other third party staff. In
many situations the problem can be solved through regular meetings and by following a set

predefined process against each issue.

Third recommendation against the same is the preparation of the FAQs (Frequently Asked

Questions) for the staff and the users. It will enable the staff to be prepared to ask a set of

questions from the customers and informing them of the regular process. It also includes

regular updates to the customers and informing them of the process of ay card lost with

respect to the concerned bank. If a bank requires a customer to call and make a request them

the same should be intimated to the customers during their call of the lost is made to the

customer care. Also on the basis of the customer complaints the cards should be freeze in a

timely manner. It will lead to avoiding any fraudulent use of the cards.

References

 Carr, Ted (2010-09-02). "Minimizing Confusion over Minimums". Blog.visa.com.

Retrieved 2011-07-28.

 Sullivan, Arthur; Steven M. Sheffrin (2003). Economics: Principles in action. Upper

Saddle River, New Jersey 07458: Pearson Prentice Hall. p. 261. ISBN 0-13-063085-3.

 Martin, Andrew (January 4, 2010). "How Visa, Using Card Fees, Dominates a

Market". New York Times. Retrieved 2010-01-06. "The fees, roughly 1 to 3 percent

of each purchase, are forwarded to the cardholder’s bank to cover costs and promote

the issuance of more Visa cards."