Tripping Point Leadership

ROLL NO: EPGP-11-129, SECTION: - A COURSE CODE:-EPGP-11-105

INSTRUCTOR: Prof. Priya Nair Rajeev Submitted By Yogendra Singh Rathore

In the case of the banking sector, the main point is some of those customers were
angry due to bank service and they are unhappy due to fees and charges deduct
by bank also they were irritated by the long wait of the bank phone call or by
visiting the branch.

What was the main reason for the bank to facing this kind of customer
problem...?

Banking operational procedures built into the decades-old network of computer

systems. This old procedure is not equivalent to customers transactions. These
systems need an upgrade with new technology in an easy way so customers can
understand easily. Managers are trying to attract customers through heavy
advertising and interest rate promotions but the rate retention is low and few of
wants to build relationships with customers while they stand in line." Some of the
branches are still in older renovation and location is still difficult to find for
customer and banking call service are doing the same procedure since last 12
years.

If we want to stop to losing our valuable customers then we need to work as a

team and provide advertising in benefits of customer's point of view and try to
upgrade our old computer system which is easy for customers and try to give
them training and tell them about benefits. Some of the branch we need to
renovate and try to shift better location so customers can easily reach there and
not wait for a long time. Our EVP need to make team based on customers
relationship and try to allocate them in every location and always keep touch with
customers he needs to changes the policies in branch renovation, branch location,
banking call service and computer upgrade with new technology bank also
provide good service to your own bank staff and provide productive training to
staff.
 The main hurdle bank is facing is CFO is reluctant to make a strategic shift due to
financial burden so it will impact on staff of the call centre and branches.

Cognitive Hurdle:

The managing director should make the team to build the relationship and give
them to work on customers and try to always tell customers to his benefits and
banking model and our modus operandi.

Political hurdle:

There are lack of decision making problems and not able to satisfy the customer
requirements also build feedback base application form for the managers.

Motivational Hurdle:

I used to give challenges to them and also try to push them to achieve their target and try
to build competitor and identify an individual’s level of achievement. Making organization
vision and tell them to work for the vision as a team and make our organization better.

Resource Hurdle:
Try to focus on customer relationship and provide better resources for the customers and
always willing to pay good service to the customers try to aware new technology to the
customers and give them better way training to understand it and as much as possible to
keep relation good with the customers.