Role of employees in service recovery at Standard Chartered Bank

Abstract

This study aimed at examining the role of employees in service recovery at standard chartered bank and also suggested recommendations for improvement. The study adopted a cross sectional design which was quantitative in nature. The study sample comprised of employees who were selected through simple random sampling. Reliability and validity tests were carried out. Data was analyzed using SPSS (20) and results presented based on the study questions. The study findings revealed that the role of employees in service recovery is still low and there is need to improve. However, the study also highlighted challenges included among others as follows; Bank employees have failed to provide important/correct information about the products and policies, sometimes they have poor customer service and less friendly staff with technological glitches and failures are often a cause of customer dissatisfaction and finally they do not give a fair/adequate attention to the problem/complaint of customers. Besides this, the study suggested some strategies for improving employee contribution in service recovery such as; Management needs to put emphasis on staff to develop customer focus, need for flexibility of bank processes to reduce bureaucracy, provide alternative channels to customers, the need to decentralize banking operations to increase productivity, they do need document root cause analysis and adoption to fill gaps in service recovery processes and finally they need to ensure that customer complaints are resolved immediately and training the employees on the important of service recovery. We conclude that standard chartered bank needs to adopt some of these strategies to improve their service recovery levels.