Thread by @SOSBanker

Customer Service is the key to survive for PSBs

The thread is a little long but could be useful in the context of enhancing the customer service standards in branch banking specifically for PSBs..

Out of my 13+ yrs of experience with three different kind of banks..

#SavePSB

I have no shame to accept the fact that PSBs are far below in customer service standards in banking. Data and reports may differ but it's an outcome of my banking experience.

You may get a clue n a way to act on for the survival of PSB status of (y)our bank n #StopPrivatisation

Even though after 1994, entry of big pvt banks in the banking, the PSBs have started to understand the essence of customer service but still there is a long way ahead..

It took time to realise d competition they have from pvt players to retain elite customers..

#SavePSB

And it's not the front line staff alone who is responsible for it, but the Bank Management too, who asks the number of slips in a branch in place of the customer base when a Branch Manager requests manpower..

PS: PSBs have highest ratio of customers per employee..

#SavePSB

This Bank Management thinks that branches should work like a robot to post transactions n at the same time, expects the branch to meet business development targets too..

All burden of customer service n the business development lies on the shoulders of BM alone..

#SavePSB

Why I quoted 'BM alone' bcoz other staffs are already burdened with transactions workload that they could not contribute for the business development and the growth of the branch as a whole.

For PSB, good Customer Service alone can easily attract business devlopment..

#SavePSB

It's high time, we should understand that goverment policies are in favor of a small number of large PSBs and to privatise loss making small PSBs..

And the branch banking people are the front line runners to fight with the survival task of PSBs..

#SavePSB
#StopPrivatisation

Anyways, it's about the problem and the firstmost solution to the problem is providing adequate manpower at branches..

And bank management #YouFailedBankers with your robotic approach to manpower..And the responsibility lies to you if privatisation is staring at us..

#SavePSB

But we should not loose hope and Let us talk about the solution with the limited human resources..

1.  Your smile and politeness is the key.. whatever may be workload on you, if you gets a smile in reply of ur smile, it makes ur day..

#SavePSB

2.  Start making relationships with the customer by giving them best of services.. Relationship based banking is the sole future in banking ahead, it's needed to understand this fact..

#SavePSB

3.  A readymade customer base is available to you. We just need to enrich it and take these customers to the level of customer delight.. you can use any of methods to reach out to them from Whatsapp boradcast list, mailing lists etc etc..

#SavePSB

4.  This enriched database is readily available to you for sourcing references, you can design one feedback format and carve out reference from them for developing business of the branch..This will boost the image of the branch also and will earn you a good buainess.

#SavePSB

5.  Identify some current accounts who are already having a very good turnover with your branch so far, offer them WC limits under Mudra or other schemes of your bank..This gives a very good msg to the region and warna you fresh current accounts with quality..

#SavePSB

6.  Never ever let any AGENT enter in ur branch. Accept proposals and the documents for loan by customer ONLY or any of family member..

7.  Generate the list of HNI customers and distribute it department wise among the officers of your branch for garnering relationship with them.

All of these are just indicative list of activities which we can do to make a happy customer base in our branch and a feel good atmosphere at branch too.. I may have missed some and you may have something to contribute too which is welcome..🙏🏻🙏🏻