Shri Swaminathan J, Deputy Governor, Reserve Bank of India meets Directors heading Customer Service Committees of the Board and Heads of Customer Service Verticals of Banks and other Regulated Entities

Summary

The Reserve Bank of India (RBI) held a meeting with bank officials to emphasize the importance of customer service in fostering trust and confidence in the financial system. Shri Swaminathan J, Deputy Governor, highlighted five key areas for banks to focus on: a customer-centric approach, addressing root causes of complaints, resolution at first point of contact, responsible complaint handling, and combating cybercrime. He stressed the need for a culture of continuous improvement to ensure quality customer service. The meeting also discussed approaches to address customer grievances promptly, streamlining grievance redressal mechanisms, and leveraging technology to enhance customer experiences.