Abstract
Sitting at his office, Mr Gangwani was anxiously flipping through the reports scattered on the desk. The continuously growing customer complaints and substandard service delivery ratings were not only disturbing him but affecting the company’s business also, at large. Despite several measures such as organizational restructuring, conduction of employees’ motivation and training sessions, implementation of a state-of-the-art enterprise resource planning (ERP) solution taken by him to streamline organizational processes, etc., the bank’s customers were not satisfied with the service delivery and overall experience. This case presents the deteriorating customer service experience situation at Wealthworth Bank Limited (WBL) and put forward a framework (HEART parameters) as a possible solution to enhance customers’ service experience. It also questions the interoperability of the ‘HEART’ approach across WBL’s various foreign centres.
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