1. The bank official in charge of the department should cleary know the latest updates like foreclosure charge percentage like that.
2. If the concerned official doesn't know, he should direct the customer to correct person make sure that the customer should get the solution at that place or the official should take the customer in person to the manager cabin and the bank offical have to explain everything to the manager.
3. If there is any contrast with the agreement it should be shorted out by the manager and the top management , it should not lead any problem to the customer.
4. Customer always needs what is in the agreement when opening the account. so, always we have to go with the agreement given while opening the account.
Customer Satisfaction is the vital in Banking.
All staff should keep in mind that Existing Customer is the marketing executive for their concern.
GOOD CUSTOMER SERVICE GIVES GOOD BUSINESS IN TURN GIVE GOOD CORPORATE PERFORMANCE
every thing must be very clear at the time of loan sanction process and documents provided to customer with the full authentication signed by responsible person .and each and every copy of every document signed by concerned officer must be with customer
The full issue in very unfortunate because as we know all major operations now a days involve lot of system and man power. To see the issue in morden way the bank have given so much service that the loan taken in pune had shifted so much place and also the topest level of a organisation have taken step to correct things. Imagin the same things in 90s where the banking was and where today it is. There is no wonder that things may take decades to setteldown. But is +ve sense indian banking sector have really done a good job in such a short span of time for reaching global banking standard. we have to ignore such instance and give feedback to correct them.
According to me following steps should be taken by prime bank to improve the quality of their services.
1) All Customer service executive for the particular product at the call centres or at branch should be provided with all the necessary details of each product both in electronic and paper format(in the form of a knowledge bank),so that they can reference it while replying to customer queries and there is no discrepancy in this regard .
2) While handing over the loan disbursal form an agreement and information sheet should accompany stating all the obligations and conditions, both bank and customer should have signed copies of the same, both by the bank and by the customer .
3) Each branch should customer service reps so that can handle customer queries.
4) Bank should have centralised network software where all the information can be recorded in regard to his contacts, queries and his payments and he should also have access to it via internet. This will help customer to follow up with his queires and can be updated on his queries by any representative, and his contact information and conversation can be updated at once for later refrence, save his money and time
I think the case should be handle by one to avoid confusion and miss communication. one person to handle issues can be appointed who will look for customer statisfaction all the time.
Most of the time people dont read the rules and regulations on which the do the signature. few points such as loan amount, percent, Emis, No of cheques has to be higlighted and a photo copy is must and should be retianed with cutomer to so that he can have the prove for which is binded. after loan amount is scantion customer should get another copy of same bearing information cheques,Emis,Tenure,Dates,Forcolure charge and when can be the payment (i.e. after 6 or 3 months) so that customer can tally for which he had agreed.
Clearly, the left hand does not know what the right is doing. This is due to undue haste on the part of management to grab business at any cost. Frequent jumping of jobs by the staff is another. It is perform or perish for them. The bank should institute centralised training facilities for its entire staff at various levels. Simply putting ads will not help. SOPs should be made available at all branches. The staff should be more courteous & have more interactions with customers.
1.the first and the major mistake was done by sri ramnaresh himself and he has to pay because he has not completely taken note of the various clauses in the personnel loan agreement form including the foreclosure charges.a copy of the agreement will be given to the borrower by the bank.until and unless he is satisfied about each and every clause he should sign the agreement or else get the difficult clauses clarified. 2.normally what is happening is people want loan easily and very fast.such prime banks cash in on such psyche of the customers telling that personal loan will be sanctioned within 2 hrs or at the most a day. 3.the personal loan documents will have blanks at the time of signing.because this documentation will be looked after by other department there will be discrepancy with the credit appraisal officer. 4.this problem of good service can not be addressed because service part depends upon the person in post.one person at present may give good service but when he is trfd we cannot expect the same. 5.one of the many emails could have been marked copy to Banking ombudsman Customer complaints RBI. 6 till the loan is apprvd circle around bank then it is banks turn..
Banking sector should be first at the customer's service,fast response with positive manner,Pro-active with the gaps of misunderstanding a good relationship and a better communicator incase of paper work.
The three issues mentioned viz. Service Guarantee, Service Failure and Service Recovery are essential elements of banking services. The first important issue that is missing at various levels of this bank is a proper communication and documentation. When there are more than one person dealing with a case (Mr.Mehra) it is essential that before reverting back to him the bank staff should do a proper homework. This can be possible with a cetralised database that is accessible by different people. When we talk of a core service it is personal loan and there should be a complete guidelines properly documented and made available online to all the people related to that. This documentation should be made in with sections and clauses and when ever a question is asked the answer should be authenticated by a proper quote of relevant section and clause. Secondly there should be a proper data entry for each case of this type and all the relevant issues clearly mentioned and a hard copy of which should be given to the client. There should be a proper alert mechanism with in the bank to highlight any delay of service. I think these corrections will make the banks service more efficient.
