Dr Chakrabarty is known for making some comments
not befitting his position and the responsibilities. In the recent
meeting of banks in Mangalore, he advised customers to demand service
from employees without, however, realising that as it is same thing
happens and customers fight in branch premises to get some attention and
service. The employees manning the counters do not even show the
courtesy to look at the customer's face and say hallo. With the
implementation of KYC norms even the human touch once prevalent in banks
has been missing and employees have a check list of documents to be
demanded.With the invasion of technology, the need for human touch has
been done way with and one has to only press some buttons to get the
transactions done. Sometimes one gets a feeling that it is better not
to deal with staff and get irritated and carry a bad feeling about
staff. To that extent machines are far better than human beings.All said
the customer service in banks has been deteriorating day by day with
bad repercussions on Financial inclusion, deposit mobilisation, NPA
accumulation,generation of black money in the society as KYC keeps away
people from approaching banks etc. In this context the approach of the
DG expecting customers to fight for service is not in good state and
it only encourages staff to be more indifferent and casual as such an
expression smacks of the regulator's incompetence to find a viable
solution to improve the customer service.
| Dr.T.V.Gopalakrishnan This appeared in Business life |
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