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makingsense
- Newbie | Next Rank: 10 Posts
- Posts: 4
- Joined: Sun Nov 18, 2012 6:07 pm
The following appeared in a memo from the customer service division to the manager of Mammon Savings and Loan:
"We believe that improved customer service is the best way for us to differentiate ourselves from competitors and attract new customers. We can offer our customers better service by reducing waiting time in teller lines from an average of six minutes to an average of three. By opening for business at 8:30 instead of 9:00, and by remaining open for an additional hour beyond our current closing time, we will be better able to accommodate the busy schedules of our customers. These changes will enhance our bank's image as the most customer-friendly bank in own and give us the edge over our competition."
Discuss how well reasoned . . . etc.
The conclusion that the bank can enhance its image as the most customer friendly bank and get an edge over its competition, based on the evidence presented, lacks credibility. The argument is based on unproven assumptions. The evidence presented may, may not be true, and this alone is insufficient to come to such strong conclusion. The argument is seriously flawed due to the reasons mentioned below.
First, the author assumes that the bank can get an edge over its competitor just by making its schedule more customer friendly where as the case may not always be true. The overall service provided by the bank determines the quality of a bank. A bank of high quality not only has a good customer service department but also has good credit department, a good remittance department, a good operations department to name some. Here the bank is likely to get an edge over its competitor just by making it customer service better only of the bank already has all the other department better than that of its competitor.. Hence the author needs to clarify that the bank provides a top quality service from all its department and the customer service department is the only one requiring the improvement, if he intends to make argument convincible.
Second, the author assumes that the bank can be customer friendly just by extending it work hours and decreasing the waiting time. Here we are in no position to be sure that this kind of service is what the customers really want. It is possible that the customers could be wanting something else other that what the bank is thinking to improve. For instance the majority of customers of that bank could be asking the bank to make its credit department more lenient and fast processing. If this is the case the bank won't be considered customer friendly even after it increases its work hour and decreases the waiting time. Hence the author needs to provide evidence as the extension in the banks working hour and reduction in waiting time in line are the only things that the customers are demanding. Providing such evidence could make this argument strong.
Third, we cannot be sure if a better customer service can give the bank a lead in the competition. All the banks in this region could be providing a top notch customer service making customer service a basic necessity for a bank. In this case the bank won't get an edge over its competitor just by making its customer service better instead improving customer care would help the bank survive We cannot be sure if just the better customer service would be enough to give the bank an edge over its competitor. Therefore the author needs to present some evidence stating that the banks in that region have very bad customer service and providing a better customer service would certainly give an edge over the competitor. This would help the author fix the flaw in his argument.
In sum, the author presents a poorly reasoned argument, which is based on questionable assumptions, and solely based on the evidence he provides we can't accept the conclusion to be valid. The author needs to provide some evidence to explicate that customer care service is what the customers really want and customer service at other banks is not in a good state. Furthermore, the author needs to clarify that the all the service provided by the bank are of top quality and improving just customer care would give it an edge over its competitor. In failing to provide aforementioned evidence the argument is unlikely to convince its readers.
"We believe that improved customer service is the best way for us to differentiate ourselves from competitors and attract new customers. We can offer our customers better service by reducing waiting time in teller lines from an average of six minutes to an average of three. By opening for business at 8:30 instead of 9:00, and by remaining open for an additional hour beyond our current closing time, we will be better able to accommodate the busy schedules of our customers. These changes will enhance our bank's image as the most customer-friendly bank in own and give us the edge over our competition."
Discuss how well reasoned . . . etc.
The conclusion that the bank can enhance its image as the most customer friendly bank and get an edge over its competition, based on the evidence presented, lacks credibility. The argument is based on unproven assumptions. The evidence presented may, may not be true, and this alone is insufficient to come to such strong conclusion. The argument is seriously flawed due to the reasons mentioned below.
First, the author assumes that the bank can get an edge over its competitor just by making its schedule more customer friendly where as the case may not always be true. The overall service provided by the bank determines the quality of a bank. A bank of high quality not only has a good customer service department but also has good credit department, a good remittance department, a good operations department to name some. Here the bank is likely to get an edge over its competitor just by making it customer service better only of the bank already has all the other department better than that of its competitor.. Hence the author needs to clarify that the bank provides a top quality service from all its department and the customer service department is the only one requiring the improvement, if he intends to make argument convincible.
Second, the author assumes that the bank can be customer friendly just by extending it work hours and decreasing the waiting time. Here we are in no position to be sure that this kind of service is what the customers really want. It is possible that the customers could be wanting something else other that what the bank is thinking to improve. For instance the majority of customers of that bank could be asking the bank to make its credit department more lenient and fast processing. If this is the case the bank won't be considered customer friendly even after it increases its work hour and decreases the waiting time. Hence the author needs to provide evidence as the extension in the banks working hour and reduction in waiting time in line are the only things that the customers are demanding. Providing such evidence could make this argument strong.
Third, we cannot be sure if a better customer service can give the bank a lead in the competition. All the banks in this region could be providing a top notch customer service making customer service a basic necessity for a bank. In this case the bank won't get an edge over its competitor just by making its customer service better instead improving customer care would help the bank survive We cannot be sure if just the better customer service would be enough to give the bank an edge over its competitor. Therefore the author needs to present some evidence stating that the banks in that region have very bad customer service and providing a better customer service would certainly give an edge over the competitor. This would help the author fix the flaw in his argument.
In sum, the author presents a poorly reasoned argument, which is based on questionable assumptions, and solely based on the evidence he provides we can't accept the conclusion to be valid. The author needs to provide some evidence to explicate that customer care service is what the customers really want and customer service at other banks is not in a good state. Furthermore, the author needs to clarify that the all the service provided by the bank are of top quality and improving just customer care would give it an edge over its competitor. In failing to provide aforementioned evidence the argument is unlikely to convince its readers.