CASE STUDY

MENTON
BANK
 INTRODUCTION
➝ Hoàng Hải Anh - 18071008
➝ Nguyễn Bình Dương - 18071063
➝ Nguyễn Hải Yến - 18071274
➝ Lý Thị Hương - 18071114
➝ Nguyễn Lan Anh - 1807102

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Customer
Customer Selecting a
service in Human
service new head Conclusion
menton resources
issue CSR
bank

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Customer service in
menton bank

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 Menton Bank focus on Corporate business
Shares of retail customers
 The goal ( of three years earlier): to seize the initative
 Replacing orders ATMs: with the latest models featuring
color of touch screens and capable of broader array of
transaction.
 A pilot prgrams to test “ new look” branches:
+ Re-designing the interior of branches
+ Switching to electronic banking from remote locations.
+ Starting to issue new creditcard containing chips

 Bank’s website:

+ Making it possible “ user-friendly” internet.

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 Staff: ill-eqipped
 The head office: selects 3 branches.
Including : Victory Square
+ A ratical re-design of the branch interior.
+Was in a busy urban location
+Was surrounded by retail stores
+Close to commercial and professional offices.

Customer Service Issue 2

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Staff innovation
 System of tellers was improved
 New training programs for staff to generate
improves product knowledge, selling skills,
greater professionalism offering to CSRs & CARs

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 For Customer For Customer assistance
assistance representatives (CAR)
representatives (CAR)
➝ Recognizing and ➝ Building a relationship
probing customer need ➝ Exploring customer
➝ Presenting product needs
feature and benefits ➝ Determining a solution
➝ Overcoming objection ➝ Overcoming objection
➝ Referring customer to
CARS

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Staff innovation
 System of tellers was improved
 New training programs for staff to generate
improves product knowledge, selling skills,
greater professionalism offering to CSRs & CARs
For both:
 Improve communication skills
 Professional image
 New staff job titles signal change in approach
 New job description signifies much increased emphasis on high quality
service recognizing customer need, cross selling, maintaining good customer
relations
 Use of both ‘’ carrot and stick’’ approaches to motivate CSRs to engage in
consultative selling ‘’ I.e referrals to CARs)
 Plans to close smaller branchers, however will not be seen as user friendly by
all customer
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Questions

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1. Identify the steps taken by Menton Bank to
develop a stronger customers orientation in its
retail branches.
➝ Bank had increased number of ATMs inside its branches, with
new model features like color touch screen.
➝ The installation of the new ATM was coupled with a branch
renovation program, designed to improve the cosmetic
appearance of the branches.
➝ Introduction of Telephone Baking which was available 24 hours
a day where issues were addressed and new acounts and
chequebooks could be requested.
➝ Banking via Internet through bank websites
➝ Electrionic baking in remote locations
➝ Training programmes for employees.

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2. Compare and contrast the jobs of CAR and
CSR. How important is each (a) to bank
operations and (b) to customer satisfaction?
➝ Customer service representatives (CSR) and
customer assistance representatives (CAR) are
the new designations that have been created
under the new regime to bring more customer
interaction and to diversify the job with
everyone.

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2. Compare and contrast the jobs of CAR and
CSR. How important is each (a) to bank
operations and (b) to customer satisfaction?
CAR’s CSR’s
➝ Presents and ➝ Provides prompt,
communicates the best efficient and friendly
possible-climate service to all customers
➝ Sells bank services and and prospective
maintains customer customers
relations ➝ Identifies and responds
➝ Provides a prompt and to customer needs
efficient service ➝ Sells and services all
retail products

Responsibilities
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2. Compare and contrast the jobs of CAR and
CSR. How important is each (a) to bank
operations and (b) to customer satisfaction?
CAR’s CSR’s
➝ Responsible for ➝ Responsible for new
maintenance busness business
➝ Important to maintain ➝ Revenue generation
image of the bank ➝ Generation of
➝ Important for customer additional customers
rentention

Importance

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3. Evaluate the strengths and weaknesses of Karen
Mitchell and the other candidates for the head CSR.

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Strengths
➝ Fast and Efficient with
smart and professional
appearance
➝ She is never shy of
responsibility
➝ Has a smart and
professional outlook
Weaknesses
➝ Is reluctant to sell
➝ Has a rigid outlook to
change
Karen Mitchell
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Jean Warshawski
Strengths
➝ Better customer interaction
➝ Wonderful Memory when
it comes to people
➝ Forthcoming in customer
interaction
Weaknesses
➝ Inaccurate
➝ Has been put on probation
➝ Over chatty

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Strengths
➝ Has super vision
experience
➝ Intelligent and
impressionable
➝ Has excellent valuations
Weaknesses
➝ Is a college dropout
➝ Has no experience in the
current new setup of
Menton Bank
Curtis Ritcher

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 Quotations are commonly
“ printed as a means of
inspiration and to invoke
philosophical thoughts from
the reader.

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4. What action do you recommend for
filling the head CSR position?
➝ Rather than hiring a Head CSR and raising conflict, work
should be trifurcated within Karen, Jean and Curtis.
➝ Jean should be put in charge of Customer Relations
➝ Karen should be handed over supervision
➝ Curtis should be made head of sales
➝ This method will help in getting best out of all the three
individuals.
➝ It will avoid any employee resentment between CSRs
➝ The raise in pay can be avoided and monetary incentives can
be given to all the 3 candidates reducing the overhead
involved in getting new Head CSR

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