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Customer Service In Banking Industry

1236 Words5 Pages

Banking industry primarily being a service driven industry operating through relationship management where success largely depends on the satisfactory customer service and also satisfactory customer experience with people, process, and products of the banks. Customer service has a great importance and significance in the banking industry. The banking industry in India has a wide geographical reach, large-scale delivery of financial products and services which is expanding day by day with the expansion of opening of branches and licenses given to the new payment banks. The quality and content of services offered by the bank are always remained under the customer scrutiny and faces tremendous pressure primarily due to high expectations and …show more content…

The Reserve Bank of India as a regulatory institution continuously strive to raise the bar of customer service and customer excellence, it has constantly focused on the inadequacies in the customer service in the banking industry, exhorted the various banks through policies and process. The Reserve Bank of India, constituted many committees and commissions to study the level of customer service available to the customer and subsequently advised the banks through recommendations and suggestions. It has periodically worked to enhance the quality of customer service in the banks by rationalizing the process, technological up gradation, periodical training and also suggest various incentives to facilitate change on the continuous basis. There is a widespread perception and feel that the customer does not get the minimum level of service forget about the required level of service. Thus, there is a need to empower the customers and they shall be made aware of products and services of the banks. Banks’ should endeavor to provide better customer service and they should periodically study the system and process and its consequent impact on the customer service. Banks for the betterment of customer’s service should adopt the following …show more content…

Displaying indicators board at all the counters in Hindi, English and Regional Language so that customers may be directed to the particulars for their work
6. Periodical review of the security system such as security alarm and CCTV cameras.
7. Employees should wear the identification badge and ID card displaying name and photo of the employee.
8. Periodical rotation of job of the employees posted in the branches and sensitive places.
9. The branches may select for the best customer service and supervisory staff and other employees may be suitably rewarded.
10. Periodical survey of the customer opinion and customer feedback may be obtained with regards to services extended by the employees.
11. Periodical customer meetings may be conducted in the branch premises or at any suitable place as decided for getting the customers’ views and opinion about the customer service.
12. Visit by the senior officials from controlling office/regional office/zonal office/head office may be conducted to have a firsthand information and feedback about the customer service and also to understand if there any support is required from the employees posted in the

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