Question 1: Identify and evaluate the steps taken by Menton bank to develop a strong customer orientation in its retail

branches? Our point of view Menton bank has taken number of steps to hold the retail market and to develop a strong relationship with consumers. A new banking technology team had been created. D u r i n g t h e p a s t e i g h t e e n mo n t h s , th e b a n k h a d t r i p l e d t h e n u mb e r o f AT M s machines, these machines having new featuring. New ATMs machines are capable of a broader array of transactions. M e n t o n b a n k i s a l r e a d y me mb e r o f d i f f e r e n t A T M s n e t wo r k t o u t i l i z i n g t h e services 24 hours in shopping centers, airports and other high traffic locations. Renovation of the different branches is underway to attract the new customers. Try to bring new customers from remote with the help of electronic banking. One of the important moves of the bank is to introduce the automated telephone banking, which allow to customers to check the account balance and move funds from one account to another by simple touching the couples of keys. This service was available 24 hours a day every day of the year and the usage of this service is increasing day by day.

T o f a c i l i t a t e t h e c u s t o me r , c u s t o me r c a n t a l k wi t h c u s t o me r s e r v i c e o f f i c e t o finding the solution of their problems. Introducing the home banking via the internet. With the help of internet customer can communicate with the bank customer service officer by email.

Question 2: How would you compare and contrast the job of the CARs and CSRs? CARs and CSRs both are important to run the operation of the banks both should be very knowledgeable in their own domain. AS we know the CARs major function to provide the service and guidance to customer and build the relationship with customers, CAR also sell the products of the banks as per the requirement of the customers and then refer to the CSRs. CSRs guide the customers for the operations of the banks. CARs also get the t r a i n i n g p r o g r a m to be updated for all the products and also know to the handle the customers if the customer are not satisfied. On the other hand CSRs try to provide the quality service to customers, CSRs also plays active role in developing and maintaining good customers relations. CSRs also perform different bank inside operations but CSR smajor responsibility is to stream line the banks operations A) To Bank operations C AR s a n d C S R s b o t h a r e v e r y i mp o r t a n t f o r t h e ba n k s , b u t wh e n w e t a l k a b o u t t h e operation of the banks the CSRs lead here, they try to carry on the bank operations, and t h e y h a v e d i f f e r e n t r e s p o n s i b i li t y t o ma i n t a i n a l l t h e r e c o r d s a s we l l a s t o c a r r y t h e operations. b) To customers satisfaction For the customers satisfaction CARs are the people who satisfied the potential customers,t h e y s e l l t h e b a n k s p r o d uc t s a s p e r t h e c u s t o me r s r e q u i r e me n t s . I f t h e c u s t o me r i s satisfied then they will buy the products.

Question 3: What are the strength and weakness of Karen Mitchell and other candidatesfor head CSRs Karen MitchellStrength Highest scoring CSR Currently Earning 9$ per hoursDiploma in business administrationThree and-a- half year experience Weakness As the new system is coming her ranking has droppedDont want to get extra worry and responsibilityGave importance to her job rather than customers Jean WarshawskiStrength Cheerful women with a jolly laughWonderful memoryInteractions with customer were exceptionally good Naturally ability to size up the customersShe can give good analysis on the specific financial products.Well organized in work and available to help other CSR Currently earning 8.20$ per hours Weakness AgedPreviously not performed well when she was working as part time3 She had been on probation because of frequent inaccuracies in balance in her cashdrawn at the end of the day.Having some health problem with her elder sonShe is slightly untidy in her personal appearance Curtis RichterStrength Young manGot excellent evaluation for this work in small branch of MentonThree year experienceIntelligent and personableAlready supervised three CSRsOther experience to handle new accounts and loan or mortgage applications Weakness He dont have been any experience of consultative sellingHis degree is not complete right now

Question 4: What action do you recommend for filling the CSRs .I simply broadly emphases on couples of things for filling the CSRs, As we know the job of nature of CSRs now I think it should be revised to add the strong marketing and sales part so that the CSRs job scope will be enlarge. Now they can gave a short and simple direction to the customer and can gave a right direction in terms of suggesting them to u s e t h e AT M s o r u s e t h e o t h e r b a n k o f f e r s l i k e t h e mo s t i mp o r t a n t o n e i s we b b a s e banking. Another thing is try to develop the interest of the customers toward the different financial services and there services which bank is offering. In my point of view its not the CSRs duty to keep the records of banking, to handle different department records, to prepare the daily individual cash statement. CSRs duty is to provide the highest quality of services and guide the customer as per identify the customer needs