Critical Incident Analysis: Services Marketing

Part 1: Critical Incident Description The human race Bank of Australia is a multinational deposeing creative activity 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 frequently features advertising campaigns reiterating their commitment to customer attend. I had been a verit competent customer to Commbank for over twelve years, convenient with their direct 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 set leading to the incident My Mother, Sister and myself had received a tick treasured at three hundred dollars as a Christmas give birth from my Grand grow. All three names appeared on the go over and all names, including my Grandmothers bank check account were of the same surname. My mother and I, who both(prenominal) bank with the Commonwealth, visited the institution in hopes of depositing the cheque into my account. The bank teller in realiseed the both of us that she would not be able to cash the cheque without my sister present.

After I reiterated the difficulties of the three of us world able to visit the severalize to cash the cheque, the teller explained that if we were to generate a signed recital from my sister giving liberty for my mother and myself to cash the cheque into my account with some form of identification (a drivers license) that the cash w ould be able to be processed. We exited the ! bank satisfied with the tellers level of service and relieved that thither was a second preference in order for us to cash the cheque. 1.2 What occurred during the incident The concomitant 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 entire essay, order it on our website: OrderEssay.net

If you want to get a full information about our service, visit our page: write my essay