It is important that every adult member of the country should have a bank account and be included in maistream banking. Yet, it is well known that a large segment of the population is financially excluded and do not have a bank account. However, the number of people served by the banks is very large. The BSR data published by RBI reveals that there were more than 66 crore deposite accounts and more than 11 crore credit accounts as on March2009. Though it is evident that one person can have multiple accounts, it is seen that commercial banks cater to a large number of customers. This coupled with the fact that banks have near monopoly in offering saving facility to the people has made customer service an important aspect of banking. An efficient and effective customer service is of vital importance in modern day banking. The task becomes all the more challenging as the expectation of the customers have seen paradigm shifts in the recent past. Customers service calls for apporiate soft skills and also a good knowledge of the banking products and processes....
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