sorzy1:
Good morning guys, please I have a question for those who stay in Lagos, how many minutes will it take me to get to the venue of the AC if am coming from Apapa?

sorzy1:
Good morning guys, please I have a question for those who stay in Lagos, how many minutes will it take me to get to the venue of the AC if am coming from Apapa?

sorzy1:
Good morning guys, please I have a question for those who stay in Lagos, how many minutes will it take me to get to the venue of the AC if am coming from Apapa?

Mush:

Its not far may be 30minutes max but anyhow just leave 1hr b4 ur scheduled time.

mcpat:


That depends on different factors but apapa is very close to the venue

andergirl:
Jarushub is a good platform for preparation for this accessment center,for you guys having yours next week,u could try them on Thursday prior to your date,their coaching helped me today in my assessment center.

dyduds:
Just for practice. Can we solve this?


Suppose you are working for the internal Strategic Group of HSBC Holdings plc (LSE: HSBA, NYSE: HBC), a global banking and financial services company headquartered in Canary Wharf, London, United Kingdom. The bank has around 7,500 offices in 87 countries and territories across Africa, Asia, Europe, North America and South America and around 100 million customers. As of June 2010, it had total assets of $2.418 trillion.

Recently, HSBC Bank is facing a increasing number of problems with the quality of its customer service. Its customers are complaining about long waits on the phone, being transferred to multiple branches, separate accounts requiring multiple calls, etc. The customer service function is currently performed at each individual branch. The questions to you: How can HSBC Bank’s customer service be improved? What strategic plan would you recommend?

jmanity:
I saw from Google maps that the venue is close to costain bus stop. For those that knows Lagos well please I hope am correct?

dyduds:
Just for practice. Can we solve this?


Suppose you are working for the internal Strategic Group of HSBC Holdings plc (LSE: HSBA, NYSE: HBC), a global banking and financial services company headquartered in Canary Wharf, London, United Kingdom. The bank has around 7,500 offices in 87 countries and territories across Africa, Asia, Europe, North America and South America and around 100 million customers. As of June 2010, it had total assets of $2.418 trillion.

Recently, HSBC Bank is facing a increasing number of problems with the quality of its customer service. Its customers are complaining about long waits on the phone, being transferred to multiple branches, separate accounts requiring multiple calls, etc. The customer service function is currently performed at each individual branch. The questions to you: How can HSBC Bank’s customer service be improved? What strategic plan would you recommend?

dyduds:
Just for practice. Can we solve this?


Suppose you are working for the internal Strategic Group of HSBC Holdings plc (LSE: HSBA, NYSE: HBC), a global banking and financial services company headquartered in Canary Wharf, London, United Kingdom. The bank has around 7,500 offices in 87 countries and territories across Africa, Asia, Europe, North America and South America and around 100 million customers. As of June 2010, it had total assets of $2.418 trillion.

Recently, HSBC Bank is facing a increasing number of problems with the quality of its customer service. Its customers are complaining about long waits on the phone, being transferred to multiple branches, separate accounts requiring multiple calls, etc. The customer service function is currently performed at each individual branch. The questions to you: How can HSBC Bank’s customer service be improved? What strategic plan would you recommend?

Gaxx01:


In addition to the brilliant contributions to my colleagues above, I'll also suggest that since the customer ratio to the bank's customer care team is unbalanced, there is the need for the bank to outsource itz customer care service to a customer service agency. This will greatly reduce the burden of customer service satisfaction on the bank allowing them to develop new strategies in satisfying other needs of the customers.

Gaxx01:


In addition to the brilliant contributions to my colleagues above, I'll also suggest that since the customer ratio to the bank's customer care team is unbalanced, there is the need for the bank to outsource itz customer care service to a customer service agency. This will greatly reduce the burden of customer service satisfaction on the bank allowing them to develop new strategies in satisfying other needs of the customers.

dyduds:


Jesusdaughter has some point, but while I don't agree that outsourcing will not solve the problem, I believe its not the best solution, it might deprive the bank from some insights that can only be drawn from close customer information observation. Also outsourcing might not be both cost effective and sustainable.

dyduds:
Okay guys great reasoning so far. I wish there was an answer from where I got the question.

Here is another case to crack!

The client First Gulf Bank (FGB, ADX: FGB) is a large retail bank headquartered in Abu Dhabi, United Arab Emirates (UAE) in the Middle East. The bank provides financial services across the UAE, with a wide distribution network of branches in different business & industrial areas such as Abu Dhabi, Dubai, Sharjah, Ajman, and Al Ain. Within the UAE, it is also often known by its Arabic name Bank Al Khaleej Al Awal.

Even though banking and financial services industry has the fastest growing rate in the Middle East region, the client First Gulf Bank is losing market share. Its technology and service levels are just as good as any of its foreign competitors. The CEO of FGB wants to know why this is happening and what could be done to reverse the trend of his bank’s declining market share. You have been hired as a consultant to advise him. What would you do? What recommendations would you give to the CEO of FGB?

dyduds:
Mehn we've got thinkers here o.

However, the question does not provide all the information.

Market share could mean %of industry revenue or %of customer. Knowing which one we are dealing with will take us to the next stage.

Then we should observe the question compared the what market share should be to service and technology being equal to " foreign competitors" this gives an hint that Foreign competitors are the major threats to FGB.

dyduds:
Okay guys great reasoning so far. I wish there was an answer from where I got the question.

Here is another case to crack!

The client First Gulf Bank (FGB, ADX: FGB) is a large retail bank headquartered in Abu Dhabi, United Arab Emirates (UAE) in the Middle East. The bank provides financial services across the UAE, with a wide distribution network of branches in different business & industrial areas such as Abu Dhabi, Dubai, Sharjah, Ajman, and Al Ain. Within the UAE, it is also often known by its Arabic name Bank Al Khaleej Al Awal.

Even though banking and financial services industry has the fastest growing rate in the Middle East region, the client First Gulf Bank is losing market share. Its technology and service levels are just as good as any of its foreign competitors. The CEO of FGB wants to know why this is happening and what could be done to reverse the trend of his bank’s declining market share. You have been hired as a consultant to advise him. What would you do? What recommendations would you give to the CEO of FGB?

Jesusdaughter1:
i don't completely agree with you on this. Customer service or satisfaction is directly linked to the products or services the bank is offering....so outsourcing it in this context cannot solve the problem

sallysalsa09:

yes you read my mind outsourcing is a cost cutting strategy.fot a better customer service delivery they need to look inwards to their product design and service delivery

jpmoriarti:
please can you kindly explain how outsourcing is a cost cutting strategy?

sallysalsa09:
most organisation seek outsourcing as a solution when they wanna drive up revenue and cut operating cost.its like getting the same service for less the amount.they get to save money from putsourcing and also they dont have to worry about the management of such sections whilst they focus on other business areas. when cuastomers are not satisfied the business should look at its service delivery level,its product design and most especially its staff[ training and retraining of its staff on things like better time management and on the product and service] i agree with a site dedicated to FAQS and instead of customer waiting long on queues the IVR menu should be designed in way to reflect customers frequently asked enqiuires so they can resolve even without speaking to anyone. create a way for customers to give feedback on their transactions and interactions.

cloud9usher:


You are far too kind, thanks a lot. But please pardon my being a little bit confused here, is "Ezenwata" a park in Lagos or a transport company? And please give me a description of your route from the park you dropped at Lagos to how you arrived at Rex hotel at Orile, that would help a lot. I would be coming from Uyo. Thanks a lot.