Is professional working- an answer to all problems ?
A lot of management development programs are being
organized
by Corporates, Governments, and NGOs`for
organizational development and its people so that
services
and products are of world class standard and are as per
requirement. A lot of fees and charges are being levied
by
institutions like Banks. Government has also launched
service tax in most of the countries. The procedures
are
streamlined but what makes difference is ``what is
communicated ``
Most of the
business generated by Banks in India,
selling
their products and services is through telecalling and
promotion executives. Both of them are given written
material to mug up and vomit before their target
clients on
phone or detail personally. They don’t
carry enough brochure, literature, to handover to the
client. Of course, they carry forms for enrolment,
registration, seeking opening account, or make member
of
Insurance Plan or
Investment plan. Some time they they
make
the client to speak to their senior to clarify querry
if
any which they are not able to explain themselves. Copy
cats as Managers also refer to either Mumbai, their
senior
officers at Chennai, Bangalore who take their own sweet
time to respond. If any query is beyond them, they
assure
blank cooperation which never comes up. Pressure of
targets
or high headedness of being member of MNC bank keeps
them
adequately busy to respond to general public grievances.
On the other hand, it is experienced that Nationalized
Banks personnel seem far more sensitive to the needs of
public at large. They may be rude, not speaking in
English,
responding rough to tough customers. But they help the
needy, literate or illiterate customers. Most of the
officials in their respective seats are completely
aware of
the operational problems and their solutions. They are
capable to handle variety of assignments in the Bank
and
address the grievances, resolve very well, although
initials or endorsements are sought as a formality.
This
noticeable difference between MNC bank and Nationalised
Bank can be experienced in couple of visits.
Private Banks and Nationalized Banks are behaving the
same
way, if customer wants to close the accounts; you are
welcome to do that. You will not be given any attention
for
the cause. Once, I told the Banker, I am not happy with
the
kind of response- I am getting with respect to my
problem.
I am pained and would like to close my all accounts.
The
Manager said- you can get the closure form from next
counter. I had to thank him for the direction.
Very interesting scenario in one MNC Bank was---A
senior
looking officer came at Reception and asked `How can I
help
you and took us to his chamber. Asked for well being.
Very
graceful it was. He understood our problem and saw the
papers assuring that, it will be taken care. No issues.
I
shall speak to the concerned officer.
And asked for our investment plans and proposed host of
suitable plans. We were focused on our problem issue
and
replied him saying that; please give some brochure, so
that
we can read the same carefully. He felt- case does not
seem
to be maturing, which he was expecting, simply because
we
gave him patient hearing.
He took us o the concerned Manager, murmured in her
ears
and telling us, it will be done, shaking hand wishing
us
all the best and business in the future. The manager
was
completely aware of the case and during last visit, had
advised us to produce couple of documents which we had
brought. But, this time, again expressed inability to
make
the remittance .This was our third visit and what ever
asked was produced for verification. The Relationship
Manager passed by giving a broad smile to know that, we
have decided to quit from Bank altogether and have
collected the account closure form. Professionalism in
its
height compelled him to say sorry. I thought, had I
accepted the proposal of Investment Plan, he would have
helped us through.
Is it really the only solution left now with
professionals
to solicit business?