As such the free market mechanics of competition may not be easily replicated here in terms of a choice for the customer to switch on or switch off a relationship merely on the basis of pricing. Further, globally the trend is towards Treating the Customers Fairly (TCF) which is becoming an integral part of the regulatory and supervisory manual.
Those who are following international developments will be aware that regulations on TCF will become more and more stringent in the days to come. 4. Customer service is a challenging issue in any service industry as there are many intangibles that define a customer’s satisfaction or otherwise with a particular bank / branch / product or process.