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Description
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
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Contents
Module A
Unit 1 : Definition Of A 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
Module B
Unit 5 : Features Of Modern Day Banking
Unit 6 : Banking Products
Unit 7 : Negotiable Instruments And Related Matters
Unit 8 : How The Business Is Sourced
Unit 9 : Use Of It In Improving Customer Service In Banks
Module C
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
Module D
Unit 16 : Banking Codes And Standards Board Of India (Bcsbi)
Unit 17 : Important Issues And Salient Features Of The Codes
Annexure I : Code Of Banks Commitment To Customers
Annexure II : Code Of Banks Commitment To Micro And Small Enterprises
Annexure III : Model Policy Documents Of Iba
Annexure IV : Model Customer Rights Policy
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Author Details
Indian Institute of Banking & Finance (formerly The Indian Institute of Bankers) was established in 1928. With more than 750 Institutional members and over 2.5 lakh individual members, it is the largest Institute of its kind in the world and is working with a mission "to develop professionally qualified and competent bankers and finance professionals primarily through a process of education, training, examination consultancy counselling and continuing professional development programs”. The Institute has almost all the banks and financial institutions, public sector, private sector, foreign, cooperative, regional rural banks as members in addition to IT companies and individuals working in the banking and finance sector. The Institute is managed by a Governing Council consisting of Chairmen of different banks and eminent academicians. It offers a number of professional courses in banking and finance. The flagship programs of the Institute are JAIIB and CAIIB. Other specialised courses are 'Diploma in Treasury, Investment & Risk Management' ,' Diploma in International Banking',' Diploma in Banking Technology' and 'Post Graduate Diploma in Financial Advising'. These programs aim at building skill sets and developing the competence among specialist officers of banks and financial institutions.
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