The Reserve Bank of India has called on lenders to provide better customer service, complaint redressal mechanisms and focus on combating cybercrime.
During a meeting with directors and heads of customer service committees and customer service verticals of banks and other regulated entities on Thursday, Deputy Governor Swaminathan J. emphasized the role of customer service in promoting trust and confidence in the financial system. key role.
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“The focus of the board’s senior management committee and customer service committee should be on nurturing a customer-centric approach to sustain customer trust in the banking system,” he said, according to a RBI release.
Swaminathan detailed five key focus areas, including the need to adopt a customer-centric approach, addressing the root causes of complaints, the importance of resolving issues at the first point of contact, handling complaints responsibly, including for the frontline Employees are equipped with powers, tools and services. Training and combating cybercrime.
Cultivating a culture of continuous improvement to ensure quality customer service “is a journey, not a destination,” he said.
Discussions centered around timely resolution of customer grievances, streamlined grievance redressal mechanisms, leveraging technology to enhance customer experience, fraud prevention and loss mitigation, the need for awareness and responsible policies for achieving excellence in customer service.
The meeting was attended by the Executive Director, Consumer Education and Protection Department and other senior officials of the Reserve Bank of India