According to sources, M Nagaraju, the secretary of the Department of Financial Services (DFS), visited several Public Sector Bank offices in New Delhi to assess customer service. Last week, he went to many locations to see how well staff members were assisting clients.
However, he is reportedly dissatisfied with the banks' customer service and was somewhat disappointed during his visit. He had to wait almost an hour to meet the branch manager at one large bank, who was on the phone and didn't recognize him. The staff's demeanor and attitude in other branches were equally lacking.
These surprise inspections were conducted to assess how financial inclusion programs were being carried out and to compare PSB customer service to private bank customer care. DFS officials discovered that PSB employees frequently dealt with clients less politely and pro-actively.
The secretary has since given banks advice on how to behave better and treat their customers with more decency and assistance. Public sector banks have numerous challenges, including staff shortages, poor IT infrastructure, and employee transfers. Private banks and PSU banks operate completely differently. PSU banks prioritize the welfare of the public, while private banks are solely focused on making ever-increasing profits.
The number of customers visiting PSU Banks is much more than the number of customers visiting Private Banks. There are a lot of branches of PSU Banks where almost 200-300 customers visit per day and it’s practically impossible to provide good customer service without adequate staff. Thus, the PSU banks should not be compared with Private Banks.
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