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Tina Fairley, a recent retiree, banks with President's Choice Financial (PCF), an online bank. She owns a condominium in Florida, where she spends...
Tina Fairley, a recent retiree, banks with President's Choice Financial (PCF), an online bank. She owns a condominium in Florida, where she spends between four and six months of the year. From time to time, she needs to transfer funds between her Canadian and her U.S. bank.
On the PCF website, Tina enters her login and password and takes a look at her accounts. She decides she will transfer $10,000 from her Canadian savings account to her U.S. chequing account to get her through her upcoming four months in Tampa. Because PCF is a bank without bricks-and-mortar branches, Tina will have to call the 1-800 number and speak to a representative.
After a few minutes on hold, she gets through and states her request. "Good afternoon, could I please set up an international money transfer from my savings account to my U.S. chequing account in Florida?" she asks Sebastian, the customer service representative who answered her call.
"What was that? I didn't understand what you said," replies Sebastian, perhaps a bit too brusquely, given the circumstances.
"I'm sorry. I asked if I could set up an international money transfer," Tina replies, more slowly.
"Yeah, I think so? Did you say "international transfer of money"?" Sebastian asks.
"Yes, that's what I said," Tina replies.
"I'm pretty sure we will deal with this for you. Give me a minute, okay?" Sebastian places Tina on hold suddenly and is gone for about a minute.
"I'm back Mrs. Tina. I got my supervisor; her name is Kelly. She's gonna help you with your problem."
*
"Ms. Fairley, thanks for your patience. I understand you'd like to make an international money transfer," Kelly the supervisor begins.
"This isn't going to be a problem is it? I'm a longstanding customer with fairly significant investments at PCF...And I'm quite surprised by the lack of training demonstrated by your employee Sebastian," Tina says, standing up for herself somewhat.
"It will absolutely not be a problem," Kelly replies. "I'm sorry Sebastian wasn't able to complete this request for you in a satisfactory way."
"Fine then," Tina says, "can you transfer $10,000 from my savings account. It's going to the Citibank, branch number 10-395, at 344 West Columbus Drive in Tampa. The account number at Citibank is 88904327," Tina says all in one breath.
"Sorry to ask, but would you please repeat the branch number and the account number, Mrs Fairley?"
"1-0-3-9-5," Tina says, more loudly than she's been speaking up to this point. "8-8-9-0-4-3-2-7. Do I have to repeat it again?" Tina asks.
"That won't be necessary Mrs. Fairley; I've got your information," Kelly replies. "I've processed the transfer, and it will clear your bank in Tampa in 10 business days."
"Ten business days! Since when?" Tina asks in amazement.
She then spends another five minutes on the phone listening to Kelly's explanation about recent changes to the length of time it takes international money transfers to clear. Tina swears that the last two times she made such a transfer, it happened that same day.
"In that case, reverse the transfer. I'll figure out something else. I'm going to be in Florida in 36 hours!" she says to Kelly.
"I'm sorry Mrs. Fairley, but that's a problem... It's not possible to reverse transfers once they've been processed..." Kelly replies.
At this point, the normally mild-mannered Tina is flustered, angry, and far from her usual polite self.
"I'd like the name of your manager," she says.
*
Tina has been speaking with Shane Duguid for a few minutes and it's not going well.
"Mrs. Fairley, the policy has changed and we must follow the new policy. We appreciate the fact that you are a longtime customer with significant investments, but we will not be changing our international money transfer policy because you are unhappy with today's transaction," he says. "Nor can we reverse the transfer."
"Your president will be receiving a letter from me shortly about this," Tina says. "And it's quite possible that I'll be using social media to let other customers of PCF know about how the service I received today."
"Is there anything else we can do for you today, Mrs. Fairley?" Shane replies, per PCF training on how to end a call.
Tina hangs up without saying another word.
Questions about this case
1. What are the positive and negative examples of social interaction (ie, six competencies) in this case?
2. Which of the negative examples is most serious and why?
3. How can concepts from interpersonal communication be applied to think through the problematic social interactions in this case, and to offer solutions? Use interpersonal communication theories and concepts discussed in class.
4. Given what you've learned so far, shoot three scenes in this case to show how the employees at PCF could think and behave more professionally/pro-socially. Before shows what happened in the case and the "after" shows what should have happened instead.
a) Scene 1: Tina and Sebastian
b) Scene 2: Kelly and Tina
c) Scene 3: Tina and Shane
