Abstract

In 2009, a banking counselor in Credit Agricole got a promotion and became manager of an agency. Hardly she arrived, she discovered that her employees must be faced many complaints from customers. In fact she received a report concerning the customers of the agency who had complained directly to Credit Agricole headquarters. Her opinion about complaints was that they came from two different kinds of problems; the first one because of the crisis environment and the second one because of some events linked directly with the organization, the management of the agency and the employees. So she decided to study the complaints in order to understand their causes, find solutions to avoid them and win customers back. This case aims at finding some solutions to manage well the process of answering complaints in the banking field and to find the proper way to take into account customers in terms of relationships.

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