Customer Service & Banking Codes and Standards  (English, Paperback, Indian Institute Of Banking, Finance)

Customer Service & Banking Codes And Standards was developed in 2010, by the Indian Institute of Banking and Finance, with a view to enhancing the customer service skills in the banking industry.

Summary Of The Book

Designed and developed by IIBF, with close collaborative support of the Banking Codes And Standards Board of India (BCSBI), Customer Service & Banking Codes And Standards lays down set norms, guidelines, and principles of banking, in its courseware, aimed at improving the customer service aspect of banking.

The banking sector of our country is extremely important, with the BSR data findings of a 2009 study conducted by RBI revealing, that as on March 2009, there were over 66 crore deposit accounts, and 11 crore credit accounts in operation, within India. Despite the fact that each person can open multiple accounts in his name, the fact still remains that banks have entirely monopolised the saving services industry, with commercial banks catering to a phenomenal component of the Indian customer base.

Even though it is vital in this day and age, for every Indian adult to own a bank account and be a part of mainstream banking, it is unfortunate that there is still a sizeable chunk of the Indian population that do not have a bank account and are excluded from the banking and financial services.

However, with the existing large number of people that are being served by banks across different cities and states, it is the need of the hour, to establish an effective and efficient customer service in banking. This calls for streamlining modern banking services, with increased emphasis on imparting appropriate soft skills, and a solid knowledge base about banking processes and products. This is indeed a challenging task, in the light of raised expectations, and significant paradigm shifts, seen in customers, in recent years.

Customer Service & Banking Codes And Standards highlights the role of education, in enhancing the requisite skill sets of banking professionals. It also advocates the need for equipping the banking staff with appropriate knowledge about what customer service entails. On the other side, it stresses the importance of imparting basic financial education to the customers and public at large.

Offering highly useful course material designed by an expert institution in the field of banking, Customer Service & Banking Codes And Standards effectively equips practicing professionals in the banking sector, to put forward an exemplary customer service experience to the Indian public.