Communication is at the root of effective customer care in a service industry especially like banking, where the documents, terms and conditions, practices & precedents are all heavily loaded against the customer. How do you communicate with the customers when a complaint is lodged? Do you inform him how soon it will be resolved and give him a complaint number?
Moving forward, we will issue guidelines on the management of environmental and social risks in relation to the investment activities of banks, climate stress testing and prudential reporting. 2/6  BIS central bankers' speeches  We are also considering the use of regulatory incentives to nudge banks to extend green loans or finance sustainable investments.