What i easily understand from this case study is that the communication and coordination between intra-departments of the bank should be thoroughly looked into. Also the unfocussed and unprofessional personnel of phone banking dept. should be trained on more important matters such as the functioning of the entire operations and the working of the entire process in all such of cases. Last but not the least it is the customer service which bank needs to focus on since it is only the customer whom the bank is answerable to. The bank should have charged back all the charges that were levied to ramnaresh's account and should've also paid for the inconvenience and unnecessary expenditure he incourred to face the problems posed by the bank. I beleive that the bank seriously needs to look into its entire machinery, the processes followed to run the operations, various functions, coordiantion and above all the policies which need to be reinforced and followed religiously. All the personnel were higly irresponsible to follow their duties and attend to the customer's grivieance and should've been taught a lesson by the customer by actually putting a case against them in the consumer forum.
I feel Ram Naresh is equally to be blamed for his ordeals. The reason being when he had signed the loan agreement, he should ahve verified the foreclosure condition as to when he can forclose & penalty. Also at the time of giving auto debit instruction the the bank he should have insisted in getting back his cheques.The rule of commercial law is buyers beware, in the same way the person who avails the loan must be very prudent enough to go through the conditions and not blame the bank for his ignorance.
This basic problem I can identify in the case is lack of personal approach by bank. Now a day , bank set-up a call centre and the person at the call centre just does his/her work to listen to the customer and give him/her a sweet reply , without personal interest to solve the customer querry, reason being he/she doesn't have any perosnall relationship with the customer and completes his job without being accountable to what he/she has replied or promise.
If bank go for better personalised service with someone accountable for reply and action , this could help bank not having such unsatisfied customers.
One can imagine the plight of an average customer of a bank who just succumbs after one or two calls.
Every bank tries to fleece its customers through its network of DSAs and its archaic sahukar like terms & conditions.It is high time Reserve Bank should intervene and set the terms & conditions.
The case was of duplicate payment when i tried to upgrade my rediff account online since i clicked "Submit" twice. There was no way to call or email the customer care in case of these problems!!
Service Guarantee: Ram Nareshs was communicated that the foreclosure fee would be 2-4%, which is very ambiguos info.He has got different versions of information by different people across different branches. I sense, adequate training is required in terms of product features across the organization.Despite of Ram Nareshs prior notice about the auto-debit, System does its job automatically. This particular situation reflects the reluctance of staff members. Service loss: In any business,failure to the commitment would be loss of business. In Prime banks case, not providing the right information at right time, led to the customers dissatisfaction and frustration.It looks to me that, accountability and dedication is lacking across the organization. Service recovery: Providing the right information at right time would have been enough to keep Ram Naresh happy all the in relation with bank. service reps must have been trained about all the products and features.Attitude of ownership needs to be cultivated across the organization, so that any issue would get quickly resolved.Having efficient systems and sufficient access to the right people would resolve these issues.
The following recommendations are made to the bank: 1. Review the CRM package and focus on the Customer Relationship Management staff training. 2. Review the Agents training who sell the housing loans and conduct Mystery Shopper surveys to check their Sales Pitch. 3. Bring about transparency in the Service Guarantee aspects. 4. Install Service Recovery process and make the staff and management accountable by ensuring the 3 R's of Quality Service : Reliability, Speed of Response and Recovery from Negative Incidents are followed at all costs. 5. Ensure that promptness in communications is OBSERVED and strict compliance is ensured.
Nothing would change. Reserve Bank Guidelines, Ombudsman scheme, Fair Practice Code, etc. are merely paper formalities. Non of the Banks or its representatives or agents have shwon even a little respect for the same. Would someone help me also? I've been facing one of the most severe case of mental torture & harrassment to clear my Credit Card dues, issued by a topmost bank of India. I have repetaedly requested to close my account & afterwards for settlement over past 1&1/2 years and in the process, have suffered damages which are irrereversible & highly painful. My case involves more than 50 e-mails, about 20 letters/fax, hundreds of telephone call, without any response or extremely silly responses, even from the Manger, Customer Services of the Bank. I am not revealing the name of Bank, since I have been threatened that if I make a complant to someone, I would have to suffer for life.
I am facing exact replica of this case with Hutch. I was surprised reading this because my case is in between and responses were very similar. I doubt whether these executives get training for harassing customers in a same fashion? It was good to see a detailed case on rediff. Nice reading. A good thing to notice for any consumer/customer is to have a written record for any telephonic conversation, any transaction.. so that they can come handy if required.
