Asian extreme bank's customer resolution unit: it is getting on nerves

Abstract

This case is positioned in banking industry where Melinda Paul, a Head of Customer Service Unit, Asian Extreme Bank (AEB) employed Sanjeev Mehan, an 28 years old young man with eight years of track record in banking industry. Sanjeev, who previously worked with a renowned Malaysian bank, looking for a career advancement that could offer him a ladder for future achievement. In September 2014, Sanjeev officially reported his duty as the head of Customer Resolution Unit (CRU). He was looking for a good career path advancement. However, he was frustrated by realizing that the CRU was having a serious problem regarding unresolved customer complaints. The statistics showed that there were 65% increase of unresolved complaints from the previous year of 2013. Of the 65%, 61% related to staff complaints. As a new head, Sanjeev was further horrified to know that he had only 10 months to fix the issues, otherwise the bank’s image and reputation could be tarnished. He also might lose his job following the same step as his predecessor