This approach to development and regulation of financial markets has imparted it greater resilience. India’s reform programme has had a definite positive and significant impact on the economy as compared with the past. Who are the stakeholders? In the whole process of reforms, the key stakeholders are the customers themselves.
The regulators have a critical role in ensuring fair treatment to customers and it cannot be left to the market forces alone. The key to a prompt, effective and courteous customer service emanates from having the right attitude. A radical transformation of attitude right from Top Management to ground level employees is the first step towards improving customer service.