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.
