Behavioral and performance issues with a customer service Case Study

Behavioral and performance issues with a customer service representative - Case Study Example 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.... 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. Problem statement â€Å" Although Pam’s (CSR) experience was so vast and past performance was above average, but her conflicting behavior, self superiority and resistance to change was creating difficulties for new customer manager to adopt recently made changes by higher authority and improve assigned bank branch performance while sustaining her growth and position, human resource and conflict management theories could be considered as a measure to decrease the severity of problem† Problems Pam’s (customer service representative) conflicting behavior with Lesley, new customer service manager Pam’s self superiority because of her 25 years of experience Pam’s resistance to change recently made by customer service capacity management schedule Pam’s rebellion attitude towards Lesley Sub problems

Business Ethics Essay Example | Topics and Well Written Essays - 1500 words - 7

Business Ethics - Essay Example the CEO’s statement, of giving the employees the liberty to choose whether or not they would like to wear the protective clothing are not ethical neither is it a right choice on moral grounds. There are numerous chemicals used on a daily basis and in some of the cases there is a high majority the use of the chemicals and the effects of the chemical in terms of immediate or even long term is not recognized. Being a CEO of a chemical company, it is essential and mandatory for them to consider the possible issues that will be faced by the employees in the company. a) Whether Overtime is hazardous to health and the working environment: Based on the utilitarian theory and ethical concepts, it is seen that overtime is not very beneficial for any employee especially not in a chemicals industry (Blum, 1993). The effects of the chemicals are very high in the normal eight hours job basically. So leaving it for the employees to choose on whether or not to work for higher number of hours is not ethical. It is not even a choice based on the moral grounds and it is necessary that the CEO take up the responsibility to make sure that the employees have a fixed number of hours of work every week. Being a leader for an industry the CEO is expected to be aware of the damages that the chemicals can cause the employees in the time they are exposed to the chemicals, hence it is necessary that the CEO on humanitarian grounds at least ensures that the employees are not permitted to work for higher hours. Also it is the responsibility of the top management to brin g in the rules and regulations in the company where the employees need to wear on the protective clothing during the shift hours and at all time while dealing with the chemicals. This should be the case not only for the harmful chemicals but for all chemicals irrespective of the degree of damage it could cause to the employee handling it (Blum, 1993). Although it has been clear from researches and studies that the amount of