I often wonder where customer service fits into the overall picture of a company’s growth.
These are two real-time personal experiences that I had with two banks. I had been to a branch of SBI at NFC in Hyderabad to deposit some money for my dad. First of all being located in a central government company’s premises, it has a lot of traffic (employees of course). The first thing that you notice is that there are no clear signs of what service is provided at the counters.
The other one which I had been to was the HDFC bank branch. to close an account (a dangerous proposition for any bank) of course the account wasn’t being used by me for a said amount of time. But the branch is clearly signed and you know whom to approach, single window multiple services. I just had to give my name and sign and presto my account was closed in a jiffy – what more they even returned back a balance of Rs 71 which was there in the account and no questions asked. I was just wondering what would I be doing for the same in any nationalised or public sector bank. Probably run from pillar to post to know how to close an account.