I agree that there can be a lot of incumbencies in the levels of service's in large organisations like this, but still its really vuage in this case, as it has already been communicated to the highest level of the org. The problem here is with the Trainig to the lower levels (Call Center exe, Sales reps & cust exe)where the information provided to the customers need to be clear and need to be accountable through some quality control(record calls @ call center, proper paperwork, with published guidelines). its also very clear even at the TOP level Exe's dont have the right info and can make decision as req by the situation and aswell they have to be made accountable for the their and answerable aswell the communication to the lower hirearchy has to be clear (here the cust was ready make the payment @2% foreclosure charges but what was the reason for accepting for 0%). Another aspect is cust record could have been made centralised and record the imp aspects or notes which could have been made available to all the authorised persons so that everyone knows whts happening with a particular account and whos was last dealing with the account.The IT Solutions needs to be Utilised in FULL
