It
is important that every adult member of the country should have a
bank account and be included in mainstream banking. Yet, it is
well known that a large segment of the population is financially
excluded and do not have a bank account. However, the number of
people served by the banks is very large. The BSR data published
by RBI reveals that there were more than 66 crore deposit accounts
and more than 11 crore credit accounts as on March 2009. Though it
is evident that one person can have multiple accounts, it is seen
that commercial banks cater to a large number of customers. This
coupled with the fact that banks have near monopoly in offering
saving facility to the people has made customer service an
important aspect of banking. An efficient and effective customer
service is of vital importance in modern day banking. The task
becomes all the more challenging as the expectations of the
customers have seen paradigm shifts in the recent past. Customer
service calls for appropriate soft skills and also a good
knowledge of the banking products and processes.
IIBF
believes that education plays a crucial role in improving the
skill sets of bankers. It is our belief that in addition to the
financial education of customers, there is a need to equip the
bank staff with appropriate knowledge on customer service. This
course material on Customer Service and Banking Codes has been
designed and developed by IIBF with active support from the
Banking Codes And Standards Board of India (BCSBI). The courseware
is expected to equip the practicing bankers to put on ground an
efficient customer service.
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