Recommendations For The Customer Service Branch Essay

The purpose of this memo is to offer my observations of and recommendations for the customer service branch. Because of the rising number of customer complaints, I plan to implement multiple changes to the customer service department, and make my team of representatives more effective at their jobs, and response better to the customer. First, I will explain my analysis of the â€Å"root causes† of the team’s â€Å"dysfunction†. Moreover, I will outline my recommendations to get my team â€Å"back on track†. Diagnosis: Simply put, I do not have a â€Å"team†, I have five individuals. They are incredibly dissimilar, in terms of level of education, gender, and age, which â€Å"appears to lead to increased group conflict, especially in the early stages of a group’s tenure† (Robbins Judge, 127). They refuse to help one another, and in general, the group’s overall attitude is far from positive. Due to some new members in the group, no team â€Å"cohesiveness† nor relationships yet exist. Currently the team is at the â€Å"forming stage† of the group-development model, which â€Å"is characterized by a great deal of uncertainty about the group’s purpose, structure, and leadership† (114). These individuals have yet to start thinking of themselves as a team. Moreover, two of them have little to no experience, and the rest of the group do not think is their responsibility to train them. Lastly, the emotional state of each individual do not impact customer satisfaction positively. â€Å"Providing quality customerShow MoreRelatedCase Analysis: Citibank Essay806 Words   |  4 PagesAmerica and Wells Fargo, a main area that needs improvement is clear: customer satisfaction. As Frits Seegers, President of Citibank California, identified, without improving customer satisfaction, the extreme success that Citibank was experiencing through financial profits, would be extremely temporary. 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