Customer service in banks can be divided into three phases: acquisition, service, and separation. During the acquisition phase, banks provided minimum information to customers and did not properly inform them of solution paths or check for satisfaction. In the service phase, customers were confused about steps and officers showed irritation. However, one bank provided a pleasant welcome, was disciplined and sincere, effectively handled queries, and was solution-oriented and checked for satisfaction. Through surveys, it was found that customer service has improved in private banks but still needs work in public banks.

1. Customer service in Banks
By:
Minakshi Dutta
“always ready to help!!”
1

2. Officers assisted in:
What do we notice about the customer services of the
bank??
Acquisition
phase
Service
phase
Separation
phase
2

3. Satisfied
customers
More
sales
Increased
SOW
3

4. What do we notice about the customer services the bank??
• Provided minimum
information to customer to
take a decision
• provided information in bits
and part
Acquisition
phase
• Informed solution path
• Grievance settlement takes
time
• Did not check for satisfaction
Service
phase
4

5. As per our survey:
Customers were confused about the steps to follow
No proactive selling
Officers showed irritation to questions
5

6. On entering the bank, we found:
A pleasant welcome ambience
Disciplined and sincere
Effective query handling
Solution oriented and check for
satisfaction
6

7. 7
Won even difficult customers
Spread of good word of mouth
Better level of sales and SOW
Promising to each individual customers
Firm root in India among other foreign banks

8. Through our survey, it was noticed:
•Customer service in the private sector
has up surged
•Customer service in public sector needs
improvement
8

9. 9
Thank You