Marketing Essay Example | Topics and Well Written Essays - 1000 words - 37

Marketing - Essay Example The service encounter at the bank was extensively unsatisfactory and below expectations. I have a savings account with the bank and which was opened recently. From the inception, I mentioned that I needed an ATM card that is rather a guarantee and a chequebook to help in transactions of huge amounts of money. The bank sent the ATM card and the Pin for two weeks while the chequebook was not released. When the customer care was contacted, they kept on admitting the mistake yet could not take any appropriate action to resolve the matter. The delay in receiving the check prompted a visit to my branch, and the response was one that was not characteristic of a good customer care service. The branch asked me to write an application formally to request for the chequebook, a process I felt was a fundamental breach of good service delivery. After the application, the bank gave a surety that the cheque book would be sent after seven days and one month has passed and the product has not yet been delivered. The bank has no respect for its customers and does not take into consideration the concerns and predicaments of its customers. Consequently, the bank has proven to be clueless concerning the needs of its customers. It is incumbent upon banks to identify and predict the things that customers are most likely to recur. Even after physically going to the branch, the bank failed to listen to my predicaments hence the disenfranchisement. The bank has the poorest services and treats its customers with contempt. Banks should understand that individuals have other obligations and duties that are bound to attend to on a daily basis. It is their responsibility to simplify service delivery to make it relatively easy for customers to access services. Going to the bank every time to withdraw huge amounts of cash has a number of disadvantages; for instance, having huge sums of money at a given point is dangerous due to security purposes. It is easy for