CASE STUDY

Presentation of the Case

Rizal Commercial Banking Corporation is one of the most dynamic banking
institutions in the country, driven to push for the top by the relentless energy of
our aggressive and vibrant workforce.

The major objective and function of the New Accounts Department are to
Interview the persons desiring to open accounts in financial institutions. Explain
account services available to prospective customers and assist them in preparing
applications and Answer customers' questions, and explain available services such
as deposit accounts, bonds, and securities.

I. Point of View

There are a lot of banks which offers some services for affordable price.
What differentiates banks from each other is how they render service to their
clients so they won’t think on banking with other banks.

II. Statement of the Problem

I aimed to understand the field, banking functions and the role of RCBC
in the society. Moreover, I attempts to draw the observation made during my
experience working in the bank, as well as to give emphasis on the problems
encountered by the bank.

Specifically, I endeavor to find out the answer to the following:

 How can the bank retain the loyalty of its client?
 How the banks render service to give satisfaction to its client?
 III. Objectives

This study was anticipated to contribute additional information in

understanding and describing RCBC (Rizal Commercial Banking Corporation) as a
communication tool within an organization.

Customer. This study will be beneficial to them as this shows their

advantage over their competitors. Thus, management will strive for customer’s
satisfaction through continuous innovation and performance.

Owner/Managers. This study will serve as guide for the management as

it points out the factors affecting their performance. Hence, it will help the
management identify and continuously improve their advantage over their
competitors in this field of business.

Future and Other Researchers. This study will served as a great part for
the completion of the researchers course requirement as it has develop their skills
in terms of self – esteem, time management, practicality, strategic planning and
patience. This also led them discover new knowledge and wide horizon. This study
will also be an effective tool and reference for the researchers who would intend
to make any further relevant study.

IV. Alternative Courses of Action (ACA)

With regards to the statement of the problem the possible solutions
regarding the current study are the following:

 Be a Knowledgeable and available staff:

While a customer is making the buying decision, they want knowledgeable
assistance, available when they want it. Customers place a high value on
accurate information and want to be served by employees who know the
product inside and out.
 Friendly people:
Customers not only want product-savvy people, they want them to be
friendly and courteous. They should value each customer more than any
individual sale.

 Good value:
This is where price factors in. But customers surveyed see price as only one
component of the bigger picture of “value” that includes the service,
information and follow-up they also receive.

 Convenience:
The service rule here is simple: make it easy! Says Gross, “Customers want
merchandise that is well organized, attractively displayed and easy to find.
That’s how today’s customers define convenience, and the easier you can
make the shopping, the more money you will be lugging to the bank.”

 A fast finish:
This final item is where too many businesses fall flat, right at the finish line.
While customers are in the process of deciding to buy or not, they are
proceeding on your time. They want thoughtful help making the right
decisions. But once the buying decision is made, get out of their way
because now you are working on their time, and they want to complete the
transaction and be on their way as quickly as possible.

V. Areas of Consideration

Working in RCBC has given me a chance to view what future holds

me as a professional. I also gave me a chance to observe the environment.
Nobody is perfect; therefore all has room for improvements. I remember
one time, while I was observing the workplace; I notice that one of my
superior is having a problem with his client regarding his ATM Card.
 Strength

Having been the problem recognized as well as the causes how it

arises, we can now derive the strengths of the department concerned.

First thing is that, my superior is actively listening and giving full

attention to what the client says, taking time to understand the points
being made, asking questions as appropriate and not interrupting at
inappropriate times. She’s actively looking for ways to help the client and
use logic and reasoning to identify the strengths and weaknesses of
alternative solutions, conclusions or approaches to problems.

 Weaknesses
After having a brief understanding about the New Accounts
Department’s strength we will now proceed to its weaknesses.

One of the weak points of the department is that there is lack of

interaction between the new account section and teller section, sometimes
the teller section is not updated to the clients account.

 Opportunity

The New Account Department must investigate and correct errors

upon customer’s request, according to customer and bank records.

 Threats
Some clients may be discouraged to open an account in the bank. It
would be one threat for the institution to compete with others if the
complain continue in the same way in the future.
VI. Analysis of the courses of Action
VII. Recommendations
1. Conclusion
2. Bibliography