1.
Introduction:
Customer service
has great significance in the banking industry. The banking system in India
today has perhaps the largest outreach for delivery of financial services and
is also serving as an important conduit for delivery of financial
services. The
coverage has been expanding day by day, and while handling the soaring demands
and expectations of the customers, it is necessary for the Bank to keep up the
quality and content of dispensing of customer service.
Banks' systems
should be oriented towards providing better customer service and a periodical
study of the systems and their impact on customer service is necessary and in
this direction Reserve Bank of India has instructed all the member banks to
have a Board approved policy for general management of the
branches.
Hence this policy
is formulated and the policy document covers, (i) Infrastructure facilities,
information etc provided to the customers, (ii) Security Systems and
(iii)Monitoring, Training & Rewarding.
The
Bank is committed to ensure adequate banking services to the common person and
in our efforts for excellence, we analyse the current level of service, review
the progress periodically, enhance the timeliness and quality, rationalize the
processes taking into account technological developments and suggest the
branches accordingly to facilitate change on an ongoing basis through
instructions/guidelines and ascertain proper implementation of the
same.
2.
Infrastructure
Facilities:
Bank
shall provide
the required infrastructure facilities at all the branches. To ensure the
comfort of the customers, adequate space and proper furniture shall be
provided
in the branches. Clean drinking water facility to the customers shall
be provided
in the branch premises. Pensioners, Senior Citizens, Disabled persons etc.,
shall be attended on priority and shall be made comfortable while carrying out
banking transactions.
3.
Enquiry Counter:
Separate enquiry
counters shall be provided in all large/bigger branches.
4.Indicator Boards:
Indicator
boards in English, Hindi as well as in the concerned regional language
shall be
displayed in all the counters.
5. Business Posters:
Business
posters shall be provided in the concerned regional languages, at all
semi-urban and rural branches.
6.
Roving Officers:
Assistant Branch
Manager of the branch/ Second Line Officer of the branch shall act as the
roving officer to ensure employees¿ response to customers and for helping out
customers in putting in their transactions.
7.
Booklets on Services and Facilities:
Customers
shall be
provided with booklets, consisting of all details of service and facilities
available at the bank, in Hindi, English and the concerned regional
languages.
8.
Language:
Hindi
and regional languages shall also be used for customer business transactions
and communications.
9.
Security System in branches:
The existing
security system shall be reviewed periodically and necessary
improvements shall
be made.
10.
Identification Badge:
Employees
shall wear the employee identification badge displaying photo and name
thereon.
11.
Periodic Change of Desk:
Periodic
change of
desk and entrustment of elementary supervisory jobs shall be carried
out.
12.
Training:
Staff
members at the delivery point shall be trained in line with customer service
orientation and in technical areas. Innovative ways of training / delivery
ranging from job cards to roving faculty to video conferencing shall be
provided with an objective to improve customer service and satisfaction. (Bank
shall conduct various training programmes, and the comprehensive curriculum of
the Bank¿s staff training college shall cover all the aspects of customer
service and also the technical areas. Bank shall adopt innovative ways of
training programmes and revise the same periodically for
improvement).
13.
Visit by Senior Officials:
Senior
officials from controlling offices and Head Office shall be visiting the
branches at periodical intervals for on the spot study of the quality of
service rendered by the branches.
14.
Rewarding
the Best branches:
While
awarding the
MD¿s Club Membership (earlier Chairman Club Membership) and Best
Branch Awards,
due weightage shall be given for the level of customer service rendered to the
customer.
15.
Customer service audit, customer surveys:
Bank shall
actively participate/join in various industry level surveys and shall analyze
the reports for improvement.
16.
Customer Relation Programmes:
Customer relation
programmes and periodical meetings shall be arranged so as to interact with
different cross sections of customers for identifying action points to upgrade
the customer service.
17.
New Product and Services Approval Process:
Bank shall be
implementing the New products and Services only after going through a process
wherein New Product Approval Committee shall study the same and ensure
that the
same is not compromising the rights of the common person.
18.
Quality Assurance Officers:
Branch Head will
be the Quality Assurance Officer of the branch for ensuring that the intent of
the policy is translated into the content and its eventual translation into
proper procedures.
19.
Force Majeure:
The
bank shall not be responsible for interruption in services in case of natural
disasters or other ¿Acts of God¿ etc beyond the control of the bank preventing
it from performing its obligations within the specified service delivery
parameters.
20.
Acts beyond the control of the Bank
The bank
shall not
be responsible for interruption in services in case of unforeseen event
including but not limited to civil commotion, sabotage, lockout, strike or
other labor disturbances, accident, fires, war, damage to the bank¿s
facilities
or of its correspondent bank(s), absence of usual means of
communication or all
types of transportation, etc beyond the control of the bank preventing it from
performing its obligations within the specified service delivery
parameters.
