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Luận văn thạc sĩ poor customer service behavior of employees at joint stock commercial bank for foreign trade of vietnam – ho chi minh city branch

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Nội dung chi tiết: Luận văn thạc sĩ poor customer service behavior of employees at joint stock commercial bank for foreign trade of vietnam – ho chi minh city branch

Luận văn thạc sĩ poor customer service behavior of employees at joint stock commercial bank for foreign trade of vietnam – ho chi minh city branch

UNIVERSITY OF ECONOMICS HO CHI MINH CITY International School of BusinessInternationa' 5

Luận văn thạc sĩ poor customer service behavior of employees at joint stock commercial bank for foreign trade of vietnam – ho chi minh city branchIOR OF EMPLOYEES AT JOINT STOCK COMMERCIAL BANK FOR FOREIGN TRADE OF VIETNAM - HO CHI MINH CITY BRANCHMASTER OF BUSINESS ADMINISTRATIONHo Chi Minh Cit

y - Year 2018TABLE OF CONTENTSEXECUTIVE SUMMARY...............................................................ICHAPTER 1: PROBLEM IDENTIFICATION...... Luận văn thạc sĩ poor customer service behavior of employees at joint stock commercial bank for foreign trade of vietnam – ho chi minh city branch

.........................................21.1.coinpany Overview.......................................................21.2.Background of the problem..

Luận văn thạc sĩ poor customer service behavior of employees at joint stock commercial bank for foreign trade of vietnam – ho chi minh city branch

.............................................21.2.1.Individual customers’ complaints about VCR customer sendee at the counters .31.2.2.Evaluation of V

UNIVERSITY OF ECONOMICS HO CHI MINH CITY International School of BusinessInternationa' 5

Luận văn thạc sĩ poor customer service behavior of employees at joint stock commercial bank for foreign trade of vietnam – ho chi minh city branch........................................................71.3.1.Low quality of service space and facility............................91.3.2.T ow intera

ction quality............................................101.3.3.l ack of reliability................................................111.1.Problem jus Luận văn thạc sĩ poor customer service behavior of employees at joint stock commercial bank for foreign trade of vietnam – ho chi minh city branch

tification..................................................131/1.1.Possible problems...................................................131.4.2.Main p

Luận văn thạc sĩ poor customer service behavior of employees at joint stock commercial bank for foreign trade of vietnam – ho chi minh city branch

roblem........................................................181.5.Cause V alidalion......................................................191.5.1.Tra

UNIVERSITY OF ECONOMICS HO CHI MINH CITY International School of BusinessInternationa' 5

Luận văn thạc sĩ poor customer service behavior of employees at joint stock commercial bank for foreign trade of vietnam – ho chi minh city branchesign of customer service job......................................21CHAPTER 2: SOLUTION............................................................23

2.1.Alternative solutions..................................................232.1.1.Contents of training............................................... Luận văn thạc sĩ poor customer service behavior of employees at joint stock commercial bank for foreign trade of vietnam – ho chi minh city branch

.232.1.2.Methods of training.................................................242.1.3.Training sources:................................................

Luận văn thạc sĩ poor customer service behavior of employees at joint stock commercial bank for foreign trade of vietnam – ho chi minh city branch

...252.2.Selected solution for VietcombankHCMC branch..........................272.3.Action plan......................................................

UNIVERSITY OF ECONOMICS HO CHI MINH CITY International School of BusinessInternationa' 5

Luận văn thạc sĩ poor customer service behavior of employees at joint stock commercial bank for foreign trade of vietnam – ho chi minh city branch..............333.1.Summary of methodology.................................................333.2.Information of in-depth interviews conducted.........

..................333.2.1.In-depth Interview - Section 1......................................33 Luận văn thạc sĩ poor customer service behavior of employees at joint stock commercial bank for foreign trade of vietnam – ho chi minh city branch

UNIVERSITY OF ECONOMICS HO CHI MINH CITY International School of BusinessInternationa' 5