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Customer service in banks - An overview
by Ajaya Kumar Mohanty, M.A (Economy), MBA, Caiib
Secretary, East Coast Ever Organization (ECHO), Bhubaneswar, Orissa
A good banking sector with good bank view can speed up the pace of development of a country. Banking is the keyboard in the service sector, and there will be no travesty of truth to call it as the financial nerve center of the economy. The unique features of the service industry such as courage, inseparability, heterogeneity, perplexity and owners varies it differently. Money Creation is also a unique properties of banking. The Indian banking system is the largest branch network and spreads over the wide range. The banking structure is also of particular mention, since more than 90% banking business is treated by the banks of the public sector. About 50% of the branches of PSBS and more than branches are rural in nature. The large part of the customers of these banks is illiterate, ignorant, arm, backwards and with fewer banking habits. There was a development banking feature appended to PSBs for which they were considered a commercial company as a vehicle for development. Last year decade, there were the introduction of financial sector reforms in the Bankenszenzenio Sea Change. Right from Seventars for Edition Klamer for customs in banks. With the emergence of new generation of banks, introduction of technology, competition, deregulation, etc. The new dimensions of the customer service have been added. In this scenario, the joy of the customers was the buzz word in banking. Old generation as well as new generation of banks are working hard to improve customer loyalty and retention shares.
History of customer service measurement
In the banks of the post-ministrator, in the banks of the post-nationalization, the Sri R G Saraiya, in 1972, received an account of the former banking in 1972 and proposed a large number of measures to improve the banking system.
Talwar Committee was formed in 1977 and was the first to studying customer service in banks. The detailed committee studied the areas of shortcomings in systems and procedures and suggested a number of recommendations in order to deal with key customer service issues in banks. .
? Standardization of the procedure for transferring accounts ? Death device to SB depositor, installation for setting up personal checks at reasonable height after normal business meeting. ? Legislation to enable the drawing of controls from customers without funds as a penalty. ? Introduction acceptable by confirmed employees
? Standardization of bank-neglected.
? Instant balance of Outstation Checks up to RS.2500.00 ? Interest for delayed collection checks ? Formation of the customer service in the branch.
? Rationalization of service fees.
? Customer service centers in Zonal / HO level
? Provision of may I help you? Counters in the branches
? Deployment for time norm board in branches.
? to study the causes of persistent amenities under the nominal customer service. ? The areas of defects in operation and the appeal for the same ? How to improve the working culture and detection of greater customer orientation under bank employees. ? Identification of structural and operational stiffening / inadequacies in systems and procedures that adversely affect customer service and propose remedies. ?.
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