Citibank
Financial -- Above par
Strategy Implementation -- Above Par
Customer Satisfaction -- Below Par
Control -- Par
People -- Above Par
Standards -- Above Par
Overall Evaluation -- Above Par
The overall approach for feedback is to be honest. You are an adult, dealing with an adult. We need to treat it like a management issue, not a human resources issue. Optimizing the customer service score, for example, may not be the best way to run the branch.
The approach is to walk through each of the points on the form one by one initially, giving more or less equal time to them all. So there will be an initial, structured sequence that we use, and we would want to use the same one for all of our managers. But after that, the discussion needs to be unstructured, because that is where the really good exchange of ideas comes from.
Then, because customer service is the only Below Par rating, that will receive special attention. First, James probably understands the point of improving customer service scores, but it is worth reviewing this. Customer service is linked not only to corporate priorities but it serves a specific purpose within Citibank's strategy. The branch performs well financially because James is a good manager and because there are a lot of wealthy people in the client base. It is those wealthy individuals that drive the branch's financial results. But competition for those customers is going to be intense. Strategically, the key to sustainable success at this branch is to sustain high customer service scores, especially among the wealthiest clients.
Here is the rub -- James is a pro, so he is going to want to understand the data a little deeper. First, there was a lot of variability in the customer service scores. The "Below Par" rating is because, on average, the score was below par, but there is a fair bit of volatility in the scoring and we need to recognize...
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