The Ministry of Finance has adopted a firm stance against unprofessional conduct by employees in Public Sector Banks (PSBs). The ministry has issued clear directives mandating the timely and accurate resolution of customer complaints to improve the quality of customer service. M. Nagaraju, Secretary, Department of Financial Services, has instructed branch managers to strictly enforce standards of employee behavior and branch management.
A recent controversial incident at an SBI branch in Karnataka, involving language, highlighted the critical need for respectful treatment of customers. SBI responded swiftly, stating that they will not tolerate any disrespectful behavior.
New Initiatives and Technological Support for Customer Service Improvement
Secretary Nagaraju's surprise visits to Delhi branches revealed several shortcomings in employee behavior. Subsequently, banks are implementing new training programs and utilizing Artificial Intelligence (AI) to address these issues. These efforts aim to equip employees with improved communication skills and sensitivity.
Furthermore, Punjab National Bank (PNB) has launched a new feedback system enabling customers to provide real-time assessments of service immediately after transactions.
Why is Customer Service Improvement Necessary?
Data from the RBI's ombudsman office reveals that PSBs accounted for 38.32% of total complaints in FY 2023-24, underscoring the need for improved customer service. Slow growth in deposits in the public banking sector has further heightened the ministry's concern, prompting them to promote digital and AI technologies to enhance customer experience.
The government's b message and these improvement efforts represent significant steps towards better customer service. If you encounter any problems with banking services, register your complaint. Customer awareness is crucial to ensuring better service and respectful treatment.
