I will be touching on some of these areas as we go ahead. The first and foremost issue that springs to my mind is that of attitude. The key to a prompt, effective and courteous customer service emanates from having the right attitude.
There are many institutions that declare the famous quote by Mahatma Gandhi that customer is king and the very reason for the existence of the enterprise. But is it reflected in employee behaviour at the ground level. Does the Board/ Top Management have the right attitude towards customers. Do the banks have a policy of assigning a unique identity to all customers?