RBI APPOINTS A COMMITTEE ON CUSTOMER SERVICE IN BANKS
Very good move badly needed by the suffering customers. The banks have simply forgotten that they survive because of the customers. Customers seem to have given up the expectation of any improvement in service leave alone getting improved service. Having been appointed Retired Senior Officials particularly from RBI it is hoped that they would do full justice to the assignment allotted and come out with some solid and practical suggestions to improve the services and rationalise the service charges. The Fast Eroding TRUST in BANKS and their Services can be regained only if banks care for customers ,understand the customers,and are able to extend services based on their expectations, needs and capabilities to appreciate the gaps now seen particularly in the Tecnological advancements in banks and Customers abilities to cope with to get the services. Ignoring Customers emails and sending standard replies without any intentions to act seem to be the trend in most of the banks and from this angle the customer gets a feeling that they can very well go in for Crypto currency transactions as no identity is known as to with whom they are dealing.The digital world has completely taken away even the very little rapport the customers had with banks is the sorry state of affairs. The time given to the Committee however, is totally inadequate as the committee members should have some interactions with customers who are suffering and the banks to experience themselves the issues faced by customers without revealing their identities.
TVG Krishnan
(THIS COMMENT APPEARED IN BUSINESS STANDARD DATED 23rd May 2023).
Very good move badly needed by the suffering customers. The banks have simply forgotten that they survive because of the customers. Customers seem to have given up the expectation of any improvement in service leave alone getting improved service. Having been appointed Retired Senior Officials particularly from RBI it is hoped that they would do full justice to the assignment allotted and come out with some solid and practical suggestions to improve the services and rationalise the service charges. The Fast Eroding TRUST in BANKS and their Services can be regained only if banks care for customers ,understand the customers,and are able to extend services based on their expectations, needs and capabilities to appreciate the gaps now seen particularly in the Tecnological advancements in banks and Customers abilities to cope with to get the services. Ignoring Customers emails and sending standard replies without any intentions to act seem to be the trend in most of the banks and from this angle the customer gets a feeling that they can very well go in for Crypto currency transactions as no identity is known as to with whom they are dealing.The digital world has completely taken away even the very little rapport the customers had with banks is the sorry state of affairs. The time given to the Committee however, is totally inadequate as the committee members should have some interactions with customers who are suffering and the banks to experience themselves the issues faced by customers without revealing their identities.