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