The following recommendations are made to the bank: 1. Review the CRM package and focus on the Customer Relationship Management staff training. 2. Review the Agents training who sell the housing loans and conduct Mystery Shopper surveys to check their Sales Pitch. 3. Bring about transparency in the Service Guarantee aspects. 4. Install Service Recovery process and make the staff and management accountable by ensuring the 3 R's of Quality Service : Reliability, Speed of Response and Recovery from Negative Incidents are followed at all costs. 5. Ensure that promptness in communications is OBSERVED and strict compliance is ensured.
