Customer Service & Banking Codes and Standards
Note : The book"Customer Service & Banking Codes and Standards" is useful to practicing bankers and student community in general.
The book on Customer Service & Banking Codes and Standards has been prepared keeping in view the syllabus for the Institute’s Certificate Course on the subject. The book has four modules while Modules A, B, and C deal with customer banker relationships, customer service, features of modern day banking, KYC norms, customer grievances redressal policy, Module D deals with the establishment of the BCSBI and elaborates on the codes dealing with the customers and micro & small enterprises.
An efficient and effective customer service is of vital importance in modern day banking. The task becomes all the more challenging as the expectations of the customers have seen paradigm shifts in the recent past. Customer service calls for appropriate soft skills and also a good knowledge of the banking products and processes.
IIBF believes that education plays a crucial role in improving the skill sets of bankers. It is our belief that in addition to the financial education of customers, there is a need to equip the bank staff with appropriate knowledge on customer service. This course material on Customer Service and Banking Codes has been designed and developed by IIBF with active support from the Banking Codes and Standards Board of India (BCSBI). The courseware is expected to equip the practicing bankers to put on ground an efficient customer service.
| Chapter No | Chapter name |
|---|---|
| UNIT: 1 | Definition of Customer & Banker-Customer Relationship |
| UNIT: 2 | Types of Customers And Their Accounts |
| UNIT: 3 | Importance of Customer Service In Banks |
| UNIT: 4 | Changing Expectations and Perceptions |
| UNIT: 5 | Features of Modern Day Banking |
| UNIT: 6 | Banking Products |
| UNIT: 7 | Negotiable Instruments & Related Matters |
| UNIT: 8 | How The Business Is Sourced |
| UNIT: 9 | Use of IT In Improving Customer Service In Banks |
| UNIT: 10 | Measures Taken To Improve Customer Service |
| UNIT: 11 | Know Your Customer (KYC) |
| UNIT: 12 | General Areas of Grievances of Small Bank Customers |
| UNIT: 13 | Customer Grievances Redressal Policy and Mechanism In Banks |
| UNIT: 14 | Customer Grievances Redressal Mechanism (Outside The Banks) |
| UNIT: 15 | Interpersonal Skills In Customer Relations -Their Importance In Developing Skills and Attitudes |
| UNIT: 16 | Banking Codes and Standards Boards of India (BCSBI) |
| UNIT: 17 | Important Issues and Salient Features of the Codes |
| ANNEXURE: 1 | Code of Bank's Commitment To Customers |
| ANNEXURE: II | Code of Bank's Commitment to Micro and Small Enterprises |
| ANNEXURE:III | Model Policy Documents of IBA |
| ANNEXURE:IV | Model Customer Rights Policy |
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