Customer service orientation of the public sector banks need to change if they wish to remain leaders of the Indian Financial System. Of course it would be naive on my part to see it happening soon but it definitely is a question of when and not if it will. The financial landscape is changing fast and as and when the focus shifts from financial inclusion to financial consolidation, it will be imperative on PSBs to change their attitude towards their customers. Perform or perish will be the mantra of the financial system. The current status of the banking environment is too much bank centric than being customer centric.
The sycophantic attitude of the private sector banks towards their customers sets a very hard precedent for the psbs to follow. Although a few psbs have taken a few steps in the right direction, a lot still needs to be done on the customer service front.
-Sunny Gusain
