Are you satisfied with the banking services you are getting??

Personally, I think that concept of Customer Service, in our bank is most non-existent. Take a simple case of a person opening an account. The Branch checks all your credential and related security papers, takes your initial deposit, in in addition to the introduction, by an existing  customer, opens your account . Fair enough. Now, the Tamasha begins. You are informed that your Account Number, Welcome kit and Cheque Book will, take some time, a week, at the most. No, you cannot draw any funds. You have the Debit/ATM card, your password will only come, a week, ten days, at most and that done. Later, whenever you visit your bank branch, you get the impression that the branch is doing you a favour. Your service level depends on who do you know, in the Branch; a friend a relative.  This is based on personal experience with 3 banks, including a Nationailsed bank. The Bank’s staff has an attitude, tends to work like a bureaucrat.

Customers today demand an array of options at their disposal, including in-person contact at branches, online and mobile banking, interactive voice response systems, efficient ATMs facility, direct mail, and more (No doubt that most banks have Internet and are, working towards Mobile Banking but, these lack the necessary responsive support). There has been a dynamic power shift in the personal banking paradigm and the consumer is now calling the shots. He wants a caring relationship with his bank. In view of an economic downturn, Banking Industry has been affected more than the impact of technological innovations on customer behavior. The rapid mainstream acceptance of online banking, bill paying, and personal finance tools have collectively made an indelible impact on the way customers prefer to interact with their banks. Banks have had to shift their focus from in-branch sales and services to engaging current and potential customers on their own terms – when, where and how it is convenient for the customer.

Rapid changes in behavior, channel interactions, modality, brand equity and customer service expectations mean, banks need to innovate around customers in development cycles measured in days and weeks, not months or years. These shifts in customer behavior are perhaps only just beginning. We see customers making a distinction between what is physical, such as interpersonal interactions with bank tellers, and what is digital, such as online bill payment. Today, bank customers expect a high level of customer service to be delivered seamlessly and consistently across multiple channels.