Jammu, July 23 (IANS) In its bid to reach out to people in the remote area of Ladakh region, the private sector ICICI Bank organised a programme to bring banking awareness and sensitise public about banks under an RBI initiative.
The objective of the programme in Leh, "You and Your Banking Facility", a first of its kind, was "to bring banking awareness, educate the general public about banking facilities and inform them about customer grievances redressal mechanisms available to them within the bank as well as with the banking ombudsman in this remote and cold desert area", said a senior bank official.
The event also showcased stalls educating customers about the various financial products and services available to them. Around 100 customers participated in the programme.
A press release issued by the bank stated that as part of the event, ICICI Bank made a presentation on 'safe banking'. This was followed by a panel discussion, which focussed on issues related to customer service and regulatory measures for improving customer service in the banking sector.
Speaking on the occasion, Saurabh Singh, senior general manger, ICICI Bank, said: "ICICI Bank is pleased to partner with this initiative of Reserve Bank of India. Outreach programmes are an excellent way to help customers understand their rights. ICICI Bank strongly believes that empowered customers are truly responsible."
Rajeshwar Rao, chief general manager, said: "Customers should be made aware of their rights and responsibilities."
He further added that the services of the banking ombudsman are free of cost and easy to initiate. He also mentioned that Bank customers should not hesitate to approach the Banking Ombudsman in case they are not satisfied with the bank's resolution of their grievances.
The organisers also mentioned that the objective of organising such events is to sensitise public about banks, to assess the extent to which the measures taken by RBI/Banks have reached the common man and to get first hand feedback for policy making.
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Comments:
Dr.T.V.Gopalakrishnan
July 24, 2012 at 8:35 AM
Well done ICICI Bank. Outreach programme is an excellent way of giving publicity on making aware of customers rights and entitlements. But before reaching the customers, it would be better for the bank to make aware of its emplyees first what is meant by Customer Service and how efficiently they can render the service. Basic requirement is understand customers needs and ensure that the transactions undertaken by them hav been logically concluded.Customer service comes out of understanding banking, commitment to serve, and loyalty to one's own institution. Let the Bank first educate its own staff and see that customers are taken care of at branch levels without necessarily making them aware of the need and procedure to have their grievances redressed approaching Ombudsman etc. The bank cannot expect all customers to have the wherewithal to approach Ombudsman etc for his day to day small transactions. Such customers even otherwise know how to get the work done. Only contacts, influence and background of the customers ensure good service from banks need to be eliminated and all customers get the minimum service without any hassles need to be aimed at by making the staff understand the importance of customer service. That approach is more result oriented and satisfying than having outreach programmes.