The call centres of the so called high profile MNC's deploy inefficient and sub standard manpower. Their replies are stereotyped and like a parrot. They wish you courteously and answer just two siple queries and anything beyond is simply bullshit.Finally out of sheer exasperation you give up and they thank you for calling and wish you a pleasant day.However its a yeomen's job to get accross to the numbers as you keep pressing various options .Finally , if you were to ask for a senior person to redress your query,it's like asking for the moon.The routine reply is that either he is busy in a meeting or attending to another call.If you insist on leaving your contact number it's not encouraged or even if you manage to calls are seldom returned.
Running a huge organisation like a bank is not a joke, degree holders who pass banking exams get appointed to bank jobs without any training as to what is banking, how they are supposed to handle the customer, etc. Here the role of Banks Management with HRD department is very crucial. It is the HRD department that is responsible to ensure that the banks employees are functioning properly and upto the required standard and seek to it that they work to refresh teh memories of the bank staff's with any ongoing rules and regulations. On this note i would like to state that blaming the bank employee or the call centre guys, excluding managers - who are ought to have a high level of responsibility, is not right, they act the way they act because the HRD department has failed miserably in its duty maintain the standard in their working. And what Mr. Ramnaresh has done is tighten the nose on a madly running horse and he succeded, where the Banks own HRD has failed which obviously houses MBA's !!!! waste of education when it is not practiced
I am also a sr. citizen and thogh i have not come to the level of preclosure, i have bitter experiences in part payments.Whenever i want to make part payments, the bank will somehow pullon the case on flimcy grounds and ensure that the EMI for that month is collected eventhough i wantd to avoid it.Moreover the Bank is keen on only keeping the number of installments on high side always even though you request for reduction in the EMI tenure ,keeping the amount constant.Another factor is that they want atleast 6 month,s EMI to be left for closure on its own.It is a pity that the Prime Banks beg the customers literally to take the loan and when once it is taken you will be doomed once for all.
First and foremost the bank employee should know all the rules and regulations as it can mislead to the customer if not understood properly. As it happened with Mr.Mehra and lead to having a wrong image of customer service by the bank. So, to improve this every inquiry or complaint should be given a code with a reference of the caller. Which will help in not only knowing the clients requirement but also in giving them quick service and response.
Firstly, before the bank implements any corrective measures, the bank needs to have honest and genuine approach in providing service to its customers. Now here are few things that i think should resolve the problem: 1. Designate right people for the job expected to be done. 2. Automate an user friendly process for the bank staff and for the customers. 3. Make the staff more accountable by implying stricter compliance. 4. Designate relationship officers for every account holder, so that the customer should have a single point of contact. I think if these measures should be tried effectively, it will make a happy banking experience.
The Prime Bank need to understand that mainly these things happen due to the following problems:-
1. Lack of Correct Information available to their own employees, at various levels.
2. Delay in Communication between various Departments.
Solution:
They can be addressed by organizing their Website correctly and by promptly updating at regular intervals.
Correct information available at fingertips, will allow the employee to stand for it.
Else, he needs to run to his superior to confirm about the leverage to be given in different cases, this may also allow employees to use otherwise.
If a senior executive could not promise of what has been given by his subordinates (0% foreclosure charges) , shows the poor organization of the training of the Bank Staff.
A single dissatisfied customer turns away 10 such prospects, thus Negative marketing of the name and fame to the organization.
Thus the Bank needs to fix up the responsibility to the Branch's Head, such that no single customer is turned away due to such silly mistakes.
dear sir,here I like to inform every employee of bk has a password to open his pc.Here first statement obtained by Ramnaresh is valid.If it does not contain sig.matter is nothing content of statement will be the same if it is valid or invalid with bearing signature.4%levy must not be charged by the bk. thanking you....chittaranjan.
Suggestions:- I would suggest the bank's customer service should verify the facts with customer after the sales team processes the file of the customer. The correspondence & information/clarification with the customer should be recorded for future service related issues. The customer should be given a unique service request no. where the customers profile and loan disbursal details should be captured. The customer may request for any service through his Unique service request no. wher he can access all details of his loan as on date at the click of a button. Any further clarifications shall have a turn around time for solving the issues and the people/ department responsible for it should be penalised for any delays. The customer should be compensated an amount equivalent to the interest charged for the delay payments that the bank charges the customer for customer's default. This gives both the customer and the bank equal opportunity to get things solved.
