Critical Incident Analysis: Services Marketing

Part 1: Critical Incident Description The macrocosm Bank of Australia is a multinational deposeing validation and the largest of the big 4 banks operating within the Australian market (Commonwealth bank website). Commbank, as it is colloqui in ally known, provides an array of financial goods including retail, business and institutional banking. The companys brand image is portrayed as the best in a competitive environment and more than features advertising campaigns reiterating their commitment to customer utility. I had been a unbent customer to Commbank for over twelve years, convenient with their train of service but upon visiting my local arm with my Mother on Thursday the 5th of January 2012, I encountered my first dissatisfying service experience. 1.1 pile leading to the incident My Mother, Sister and myself had received a interference treasured at three hundred dollars as a Christmas give birth from my Grand grow. All three name calling appeared on th e take out and all names, including my Grandmothers run down account were of the same surname. My mother and I, who two bank with the Commonwealth, visited the institution in hopes of depositing the cheque into my account. The bank teller in figure outed the both of us that she would not be qualified to cash the cheque without my sister present. After I reiterated the difficulties of the three of us macrocosm able to visit the severalize to cash the cheque, the teller explained that if we were to apply a signed recital from my sister giving authorization for my mother and myself to cash the cheque into my account with some form of identification (a drivers license) that the cash would be able to be processed. We exited the bank satisfied with the tellers level of service and relieved that thither was a second alternative in order for us to cash the cheque. 1.2 What occurred during the incident The incidental day my Mother and I returned to the Commbank branch with the signed authority from my sister expecting ! that the cheque would...If you want to position a ripe essay, order it on our website: OrderEssay.net

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