MEMORANDUM. Help

[Gość: First Insights int]

The findings of a recent survey of our customers show that customers are
dissatisfied in the following areas:

• staff attitudes (rude and uninterested)
• local managers (don’t have enough authority)
• bank charges (very high)
• service is not flexible
• self-service machines (unreliable)
• premises (unattractive)

Following discussions, I recommend that we do the following things (in order
of priority):

1. We should… ????????????

Problem polega na tym, że po polsku nie wiem co napisać. Będę wdzięczna za
każdą pomoc.

[dfw]

Well, I am not sure what is expected of you. Are you supposed to write an
evaluation and proposed solutions to the study findings?

How about if we start with an outline and you and other readers can elaborate
on it?

The study provided valuable information about how we are viewed in general by
our customers. There are certain areas in which our customers are dissatisfied
and these areas can be roughly divided into two categories:

1. changes that don't require immediate financial investments
a - people/employees related (attitudes)
b - structure/authority related (local managers lacking authority)

2. changes that require financial investments
- technical (bank machines)
- revenue related (high service fees)
- attractive premises

[[[ 3. Service not flexible - too vague - need more details ]]]

Re. 1
a - people/employees related (attitudes)
Customers can deal with unattractive premises, they'll live with bank fees
(especially if other banks charge fees on a similar level) but they will not
deal with rude and unprofessional conduct of our employees (they'd rather move
their accounts to a different financial institution where they hope to be
treated politely and with respect).
Our customers are our "to be or not to be" - without them we do not exist so
the most important and the fastest improvements can be achieved through direct
contact with our staff. Therefore, we suggest a line of activities to inrease
our employees' awareness of the customers' expectations:
- cross departmental and branch customer service training
- system of customer satisfaction rating (customers can drop their comments
regarding the service an employee just provided - both positice and negative;
the employees with positive ratings would be nominated Employee of the Month
and get a financial bonus, the employees with negative ratings will get first -
a verbal warning by HR department, second - written warning, three - their
employment will be terminated as they will be considered unfit for the customer
service jobs)
- other suggestions???

b - structure/authority related (local managers lacking authority)
A thorough analysis needs to be done to evaluate the authority of local
managers - do they really lack authority or do they lack competencies to make
necessary decisions? What is the system of rewards for the managers for making
appropriate or inappropriate decisions? What training do they get from our HR
department (or is it assumed that they JUST should know?) A revision needs to
be made in our training materials (Manager's How-To). A possible training
session (via mag-media or conference call, or other means) can be set to make
sure that the senior management staff is equipped with knowledge and decision-
making skills to meet todays demands of a knowledgable and experienced
customer.

Itd itd, kind of blah-blah
More suggestions? Always open :)

[Gość: ms jones]

A masz sie wykazac znajomoscia prowadzenia biznesu czy tylko jezykiem?
W oparciu o poznane wczesniej slownictwo?
Bo ja moge tylko na 'chlopski rozum' tzn babski (i bez przygotowania w swiecie
biznesu..)

....we should (w kolejnosci wg uznania):
replace staff with robots (only kidding!)
1. retrain staff and introduce incentives
2. examine/clarify/define the role and responsibilities of local managers,
ensure their familiarity with managerial structure
3. look for a bank offering lower charges/better terms
4. introduce more choice for customers
5. repair self-service machines promptly, evaluate performance of the company
responsible for their maintenance
5. redecorate the premises (new paint, furnishings, light, plants, pictures etc

Krotkie pytanie, krotka odpowiedz. ;)

[Gość: kylie]

Sounds like a lovely place.

Anything that could possibly go wrong, did go wrong...:)