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.
