How banks can improve customer service in 2010?

Today Bank only concentrates in services which can earn them revenue, but if they can efficiently add monitoring and mentoring mechanism to the loans they provide, than probably the NPAs will reduce which will create a huge asset for them. The loans which turns NPA where initially supported by the bank clearing it as a feasible project. Now if the project has become unfeasible a portion of the responsibility lies with the banker who is suppose to monitor the financial health of the borrower at regular intervals. The day banks start giving attention to this vital aspect, NPAs will drop and National Asset will be created.

if the bank executives have clear idea about whats the product they are dealing with then they can understand the customer requirements in a better way and can help them out...without making the customer to visit the bank again and again for their enquries.

According to me time is the main factor where banks should improve. There are many technological changes happening in India. So the banks should make use of the technologies to decrease the response time. Nowadays people are talking of the flow of information and transactions through the clouds where decentralised environment is not conducive and hence there is a basic need to take the centralised route. This will help in ease access to the information and reduces the time.

Banks are operating in service inductries and todays mantra is Faster cheaper and better which is applicable for services also.

Banks should have benchmarks (service line agreements) for providing services like time frames for standard activities which can comparable across branches and banks whether public or private.Same applies for cost charged to customers for services provided look at the charges between private and public sector banks for same kind of services and ofcourse last but not least quality of service.

In some of the banks customer is the last person to be attended for. A optimum matrix of 3 factors paves the way.

I think people find difficult in dropping the cheque in the concerned banks. So the banks should improve or increase the number of cheque box facility in and around the cities to make it more convenient for the people. I have seen only few ATM's are having this facilities, it should be implemented in all centers and also in some malls and retail stores. Doing this will make people more comfortable.

Customer is the kind, though it sounds cliched, still holds good for banking or any service industry. What we see in banks is a lot of red tape and procedural formalities, with valuable time being lost for the customer.Delegation of power to deal with customers directly, with proper authorization and checks in place, would go a long way, in increasing customer satisfaction. Decentralization of powers, could empower the persons delivering at the final site of interaction, ie the customer. A good case reading would be study of the organization of Axis Bank, where the needs of customer are taken care of in quick time and customer satisfaction is highest.

Purely banking and nothing else?

Unfortunately, one of the myths is that customer service improves as technology advances.  Actually, the improved and expensive customer service is given to only HIGH END clientele, but, middle and lower class people are kept unattended.

by listening to his/her needs exactly without assumption.

To use a locker facility in any bank following a set of activities are to be performed by the user.

This is time consuming and labor intensive.

Locker register entry/exit entries to be automated using latest IT techniques

By increasing interest on all types if deposits...