According to me following steps should be taken by prime bank to improve the quality of their services.
1) All Customer service executive for the particular product at the call centres or at branch should be provided with all the necessary details of each product both in electronic and paper format(in the form of a knowledge bank),so that they can reference it while replying to customer queries and there is no discrepancy in this regard .
2) While handing over the loan disbursal form an agreement and information sheet should accompany stating all the obligations and conditions, both bank and customer should have signed copies of the same, both by the bank and by the customer .
3) Each branch should customer service reps so that can handle customer queries.
4) Bank should have centralised network software where all the information can be recorded in regard to his contacts, queries and his payments and he should also have access to it via internet. This will help customer to follow up with his queires and can be updated on his queries by any representative, and his contact information and conversation can be updated at once for later refrence, save his money and time
