South West Cross Bank

Case Study: South west cross bank

South West Cross Bank is to taking a radical change in its retail operation in order to provide efficient service to its customers and to improve its current operation. But the problem is with its employees in embracing this change. The new operation process will transfer most of the works that are carried in the branch to a large processing centre and this makes Christina Kusonski, one of the retained employees, feel uneasy with the new banking service set up.  According to her sentiments, the new process requires them to be nice to the customers and she feels pressure with this, I think  she should not be pressured because being in a service provider, one must be nice and friendly to every customer that they have whether this customer is a huge depositor or not. It’s the customers that give life in a service provider kind of business .  For the employee to be confident in dealing wth their customers, the management of South West Cross Bank should  organize a training focusing on how to deal with different kind of customers.  The employees should also attend a training focusing on the various products and services beng offerred by the Bank. Being knowlegeable with the products and services of the bank, will help the employees to give a better service to their customer.  The new process will also require them to on the front desk of the bank from morning to night, maybe this is so tiring and so I think that if employees are all day facing the customers, they should be given shorter number of working hours maybe lower than eight hours for them not to be so exhausted and will still remain good looking in the eyes of the customers.

For the management, it should make sure that its employees understand the new operation and why the bank is doing this – to compete with other banks that were allowing automation in most of their bank activities. Maybe management can also adopt what the company of Silvia Lowener is doing, that is meeting its employees at the beginning of every shift to catch up with them and to hear their arguments if there are any. If regards to the complain of Christina that the new process will make them isolated with their fellow employees, the management can have team bonding every two weeks or once a month for them to mingle with each other and to strengthen their bonds to each other. And the management should listen to its employees’ suggestions to the betterment of their business.  Management should also get the feedback of their customers for them to continually improve their service.