IT has not reduced banks' cost but it has definitely removed the Customer Service from banks is an undisputed fact. .Now the Customers are at the mercy of banks and the Technology. The fact remains that human touch and the values of human behaviour, relationships and the understanding of customers are all missing and all are suffering. Customers who used to have the pleasure of going to banks ,interacting with other customers and bank officials are avoiding visits to banks if possible and this culture of having some cordial interactions with banks ' officais has been virtually absent. The Staff attached to banks also seldom show any interest to interact with the customers , or give a smile or even to recognise his presence in the bank premises.So goes the Customer Service in Banks. Service depends on the intelligence fed into the machines but as of today one cannot have the feeling that the intelligence is available.
Dr T V Gopalakrishnan .
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