Communication in Organizations

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Communications in Organizations

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Communications in Organizations

This paper will discuss a case study scenario of Centum Banking Limited (CBL), a fictitious company specializing in money and banking. The company has been in operation for the last twelve years, with excellent customer care and public relations. The bank has had an outstanding managerial board. However, there has been a decline in the number of customers banking and investing with the bank in the recent past. This has started happening since the onset of the covid-19 pandemic earlier in the year.

Reports from a reputable source and customer feedback disclose that the bank has deteriorated in terms of customer service and the executive board at large following the pandemic's onset. The bank has been declining and offering relief loans, with the few beneficiaries overcharging a high-interest rate. The customer service at the designated branches has been below par with a high level of unethical service following rude responses. Some others complain of money theft and unexpected account activity.

These poor customer services and high-interest rates, coupled with the bank employees' incompetency at the bank counters during the global pandemic, have made many previously loyal customers cancel their contract with the bank (Sutherland et al., 2020). The competitor banks have been trying to uphold their customer service relations to their level best, particularly during this trying time of the global pandemic.

In conclusion, the CBL should strive to restore its exemplary customer service relations and review its employees' service and competence, particularly at the bank counters of the designated branches. The high interest rates charged to customers should be reduced for the economy is demanding on both sides, not just the bank's side. These interventions will restore the clients’ trust.

References

Sutherland, K., Freberg, K., Driver, C., & Khattab, U. (2020). Public relations and customer service: Employer perspectives of social media proficiency. Public Relations Review, 46(4), 101954. https://www.sciencedirect.com/science/article/pii/S0363811120300813.