On Hold
unconventional
India-specific
Set in India; the figures and context are India’s.What this case is about
Your client is an Indian public-sector bank. Its credit card division is receiving negative feedback about customer service. The bank wants to understand what is driving the dissatisfaction and what it can do to improve the customer experience.
Objective
Identify the main causes of dissatisfaction across the credit card helpline journey and recommend practical improvements to customer access, call capacity, and query resolution.
Skills this case tests
Structuring the problem
Communicating clearly
Judgement and recommendation