Service Guarantee: Ram Nareshs was communicated that the foreclosure fee would be 2-4%, which is very ambiguos info.He has got different versions of information by different people across different branches. I sense, adequate training is required in terms of product features across the organization.Despite of Ram Nareshs prior notice about the auto-debit, System does its job automatically. This particular situation reflects the reluctance of staff members. Service loss: In any business,failure to the commitment would be loss of business. In Prime banks case, not providing the right information at right time, led to the customers dissatisfaction and frustration.It looks to me that, accountability and dedication is lacking across the organization. Service recovery: Providing the right information at right time would have been enough to keep Ram Naresh happy all the in relation with bank. service reps must have been trained about all the products and features.Attitude of ownership needs to be cultivated across the organization, so that any issue would get quickly resolved.Having efficient systems and sufficient access to the right people would resolve these issues.
