Question

What are the measures that can be taken to remediy issues with customer services in banks such as:

Lack of security in ebanking services.

Lack of transparency in transactions.

Lack of professinalism in customer services

Answer 1

The bank needs to provide esteemed customer services to make the process feasible and maintain the standard. The focus of the bank is to resolve customer issues and resolve all queries related to banking transactions. At each stage, the bank should activate the teller and complaint management team to take care of the customers, so that a better service can be driven.              

Lack of security in e-banking services

The bank should identify the possible requirements to enrich the security of e-banking services. The internet banking facility should be driven with multiple authentications on having transactions like a one-time password or through email verification codes. The particular issues raised for lack of security in e-banking services are required to be resolved with necessary implementation steps. The customer feedbacks are required to be measured for lack of security reasons and live problems they are facing while using the e-banking services.     

Lack of transparency in transactions

The bank should provide a written note or receipt for any type of transaction to make the process transparent. In some cases, to enable any fixed deposit, recurring, depositing cash to the bank counter, etc., the officer denies providing stamped counterpart receipts or certificates. In the later phase, customer faces issues to obtain those services and resulting to create an issue of transparency. The customer should be provided with proper documents and issues rose for non-maintaining of transparency must be addressed correctly with effective results so that the customer can feel safe and keep the trust in the bank.                 

Lack of professionalism in customer services

The customers should be handled with full professionalism as it heightens the reputation of the bank. The bank authority should not talk on personal matters of customers and must hold professional nature to deal with them correctly. Sometimes, the customers raise issues for receiving false information or outdated process; it badly hampers the bank's reputation in the market. It stands unprofessional to undertake the work dealings on the eye of a customer that needs to be correctly shape-up for enhancing the customer services across any medium.