I am banker currently. And for a moment I don't feel very proud of the same. Its not because of my current employee but because of trade practices followed by the industry and our competitors. I am specifically referring to AXIS bank, a private bank in India.
My experience in erstwhile AXIS Bank happened few days ago when I thought of applying for a housing scheme which is been promoted by them.
During the interaction with the executive, I was asked to sign a contract of lending between AXIS and myself. As a banker, I have learned never to sign a blank contract note. I decided to take a stand against signing the blank document.
What I witnessed next gave me shivers. The executive at AXIS Bank told me point blank to leave the premises if I was not willing to agree to their terms of signing a blank contract. When I demanded that as a customer I had every right to know what I am signing, the aggression just increased and I was again told in clear words to leave.
It gives me shivers that if it could happen to me, who at that point of time when my employee ID was hanging around my neck and clearly visible, what would happen to a normal customer. And I have reasonable confidence to say that my worst fears are true.
It makes me question the accountability of AXIS and other banks on standards defined for managing customers.
Or is it that the word customer experience is not part of the banking dictionary.
It is time when banks treated the customers as customers and not as a figure with multiple zeros reflecting in his bank balances.
Original source: http://samratkakkar.wordpress.com/?p=11
