it will be waste of time telinng the bank what they should do' they should be told to close shop and get out replace the name with any one else's and he will be there facing a similar situation with banks like this
I think type of situation can be tackled by following strategy
1. Fixing responsiblities and accountabilities of all employee and setting up system to measure them and employees must be appraised on these measurable accountabilities. This will arrest problem of customer support failure and service. 2.Training of emplyees ; training of employee will arrest the miscommunication or false communication. 3.Use of technology ; use more and more technolgy to put up check points eg while closing or opening any issue systen should raise certain predefined questions without answering them the deal will not be closed or opened. 4.All verbal communication must be documented and mutually signed and agreed. 5. All branches should be interconnecetd and can be accessed anywhere solve one particalular issue raised anywhere in the country.
Hi, Mr. Ramnaresh has handled the bank in a way how a person can get the required information what he wants.
The Prime Bank service should be improved by way of giving proper traning about the rules and regulations of the bank and everyone should be educated in a way, a single customer should not get inconvenienced.
The procedure of the prime bank is not so good enough to treat a customer in this way.
The Prime bank has to improve the customer satisfaction by following ways.
1) The response should be high 2) Correct information should be given to the customer 3) The formalities should be mentioned clearly while taking the loan itself about the charges during the period. 4) The customer should be informed about any problem in the transactions. 5) The bank has to co-operate with the customer to his satisfaction. 6) The problems should be solved in the bank itself instead of going to the top level management.
If prime bank can improve and meet the above criteria's they can lead the market with good satisfaction to the customer.
first of all each bank should employ a customer service executive in each branch and a help line to clarify doubts and other banking details,banks should see to it that customer(a bit more customer friendly) comming to each official in bank is thorougly satisfied if not can suggest alternative way to do them ,employ persons in banking field for call centre jobs may be on higher hike basis so as they can give appropriate details and suggestions to the customer calling
This case study has clearly illustrated the plight of customers of some highly reputed banks(both private and MNC.(supposedly high tech banks)This story am confident does not end with the banks alone is also valid for all the telecom companies also. I had a typical experience of this nature with Reliance Communications and have not got the problem resolved yet. I neither have the patience or the time to get the issue rectified even after an year. This is the factor which these agencies are trying to capitalise on.
Hire staff who knows customer satisfaction is at the core of banking industry. And be sure that the employees are well equipped to explain the do's and dont's to the customers for the services offered to customers. Customer should be periodically asked to give in writing regarding his satisfaction for the person handling his case. And banks should give perks and incentive to its employees according to the feed back from the customer. Design a mechanism where a bank can keep track of its customer enquiries even if he calls at Call centres or directly in any branch of the bank. It should be made sure that the customer is aware of do's and dont's of the product offered by bank and should be signed by him along with the agreement. Device a mechanism where the performance of the employee is tracked with significant inputs from the customer. Periodic review should be taken of the staff. and Incompetent ones should be chucked off. I think that the case arised only because of incompetent staff and failure on part of customer to act strict in palces where the bank is wrong. I hope that the above is sufficient.
In my opinion, we cannot avoid the first two : Service Guarantee,Service Failure. Simply both involve manual intervention. We cannot control all the people across different geographical locations to ensure first two points. But we can try our best to have very minimal issues in this two regards by training our staffs efficiently. But Service Recovery is purely easily can be controlled since it involve specific personalities (like CEO, Loan Head, concerned officer in this case). After a customer writing to CEO, this issue in my opinion has to be solved within next 3 working days with an highly sophisticated environment in which now-a-days bank employess are serving.
