Its 30th September 2011 "The half yearly closing day", there is no
public dealing. Clerical and sub staff come only for attendance and leave shortly
after a cup of tea and chit chat; some for movies and some for good time
with family and friends. The officers stay to struggle, endure and work
mercilessly for the closing.
I took no time to waste and started with work to finish earliest i.e. by 7 pm. A hand stretches out to me with a letter. I look up, a tall guy dressed up as if heading for a corporate meeting with a branded bag and huge branded watch flashing on his wrist. I go "Yes"? Him "Hi, I have been asked to report at this branch as a new Officer". The first thought that came to my mind "Push him out of the door and warn him runaway right now else you are doomed!"
An MBA in Retail and Marketing he thinks he landed himself a fine placement with a Public Sector Bank, ignored of the reality. Equipped with good interpersonal skills, a fine personality, good eloquence, it is pitiful that these well trained traits will only fade with time, like mine and many others. Gone are the days when Banks took customers and employees both for granted. While some efforts have continuously been made over the last couple of years to improve customer service nothing much has been done for employees except for adding more pressure. Years ago, banks were infamous for employee exploitation, and they still continue to be so. It would not be shocking if few years down the line a few public sector banks in our country start to tumble due to inadequate staff and the figures in red highlighting the balance sheets!
More and more efforts are being made by banks to leverage the use of Multimedia, Technology and Branding and et al to cope with the changing demography, but all in vain. The situation is more or less same since the internal functioning of the banks is stale. It reeks of inefficiency, corruption, mismanagement and power game.
There is no system as such to provide customer service that is why any customer entering the premises for the first time is perplexed and it is only after, he has been asked to contact the next guy and next until he reaches the first one again, is he attended! Most days the branches look like a fish market which makes me wonder is the new breed of MBA’s ready to work in a fish market like environment calling for more risks, more accountability with no employee protection or are the banks ready to give these brand laden kids a career and a work culture to be proud of?
P.S: There has no single day passed since my joining when I had not prepared myself mentally before leaving for work and felt as if I am heading for a war and shall fight to return as a survivor at the end of day!
I took no time to waste and started with work to finish earliest i.e. by 7 pm. A hand stretches out to me with a letter. I look up, a tall guy dressed up as if heading for a corporate meeting with a branded bag and huge branded watch flashing on his wrist. I go "Yes"? Him "Hi, I have been asked to report at this branch as a new Officer". The first thought that came to my mind "Push him out of the door and warn him runaway right now else you are doomed!"
An MBA in Retail and Marketing he thinks he landed himself a fine placement with a Public Sector Bank, ignored of the reality. Equipped with good interpersonal skills, a fine personality, good eloquence, it is pitiful that these well trained traits will only fade with time, like mine and many others. Gone are the days when Banks took customers and employees both for granted. While some efforts have continuously been made over the last couple of years to improve customer service nothing much has been done for employees except for adding more pressure. Years ago, banks were infamous for employee exploitation, and they still continue to be so. It would not be shocking if few years down the line a few public sector banks in our country start to tumble due to inadequate staff and the figures in red highlighting the balance sheets!
More and more efforts are being made by banks to leverage the use of Multimedia, Technology and Branding and et al to cope with the changing demography, but all in vain. The situation is more or less same since the internal functioning of the banks is stale. It reeks of inefficiency, corruption, mismanagement and power game.
There is no system as such to provide customer service that is why any customer entering the premises for the first time is perplexed and it is only after, he has been asked to contact the next guy and next until he reaches the first one again, is he attended! Most days the branches look like a fish market which makes me wonder is the new breed of MBA’s ready to work in a fish market like environment calling for more risks, more accountability with no employee protection or are the banks ready to give these brand laden kids a career and a work culture to be proud of?
P.S: There has no single day passed since my joining when I had not prepared myself mentally before leaving for work and felt as if I am heading for a war and shall fight to return as a survivor at the end of day!
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