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..🙏🏻🙏🏻 #StopPrivatisation #SavePSB

Unroll @threadreaderapp

The feedback format which I have suggested in this thread.. Using it since almost 6 years and proved very much productive in building branch image and garnering fresh business.. We can make our bank reach to new heights and stand firm..

@Sourabh1309 Sir mujhe lagtta hai aap galat ho hamare yaha customer service bahut acchi hai.. Interest rates kam bhi ho jate hai bank ke.. Fir bhi customer hamare pass hi aate hai.. Bolte hai u r the best.. Aur ham apke sath hi rahenge chahe dunia badal jaye

@engineertobank My thread is not about a single branch.. isn't ?? No doubt, there will be exceptions like mine n your branch.. 😉👍👍

@iSourabhMishra Mere office me samne hdfc bank ki branch h...unke pass total 15k accounts h nd total staff 34 hai...nd mere pass 36k accounts hai nd total staff 5 hai...kese customer service denge sir.....

@twittterrnaresh There are n number of activitied mentioned in thread..Whether none of them can be applied ?? 🤔🤔 Just a little change in approach may do wonders.. isn't

@Sourabh1309 Katai jaan kad li.. Very meaningful thread, very precisely shown the deficiency in the system and how to overcome the same with limited resources as far as possible.

@knightrider_NP 🙏🙏🙏🙏

@WarLockBanker @vishaltan92 I have just given a clue in thread to make your way to strengthen the customer service.. 👍👍

@Sourabh1309 सर, बहुत बढ़िया पोस्टमार्टम है 👍 बैंकिंग का

@tweetswithrk 🙏🙏🙏

@iSourabhMishra And it's also a bigger truth that management is also slowly killing psb's...... They become dictator to get direct commission from third party products.

@jatyamla13 Top mgmt wants the high jumps but it's ultimately us people who will take the bank for the long run.. It's in our hands.. isnt

@iSourabhMishra @idesibanda Very informative thread, customer services is the key to stay in the business, without customer no businesses can survive

@naushadnst @idesibanda 🙏🏻🙏🏻

@iSourabhMishra Bro.….... PSB has the all type of customer base whether it's poor customer or the rich one ...... Above all of that, the staff shortage is very big reason for that. And second thing.... You can't compare psb's with private player because that real moto for PSB is social banking

@jatyamla13 Do customer service should be impacted by class of customer or insufficiency of staff ?? Do social banking stop us to provide excellent customer service.. It's just our attitude and behavior which ensure a good customer service.. isn't ??

@iSourabhMishra This thread made my day @iSourabhMishra

@passbookvale 🙏🙏