Overview of the Problem
Wells Fargo is the sixth company that consumers voted as having the worst customer service in 2012 (Aho, 2012), with 18% of the surveyed customers rating the bank’s services as poor or fair (Aho, 2012).
Established in 1929, Wells Fargo is a diversified financial services company with three operating segments, namely Community Banking, Brokerage and Retirement, and Wholesale Banking and Wealth (Reuters, n.d.). It provides corporate, commercial, and retail banking services through banking stores and offices, businesses and institutions, the Internet, and other distribution channels. In addition, the bank provides other types of financial services through subsidiaries that ...