AUDITING OTHER BANKING OPERATIONS - CUSTOMER SERVICE

AUDITING OF CUSTOMER SERVICE IN A BANK BRANCH:

Customer Service Plays a major role in any Industry, whether it is manufacturing or trading or service provider.  The way in which a customer gets attention in a business reflects the health of the business of an establishment.  A customer is a brand ambassador for promotion of the Organization.  Therefore, providing the best Customer Service is utmost for any business profile, more importantly in Banking industry.  

Considering the above, all Banks have been insisting upon their Staff force to be courteous and polite while attending to an existing Customer or a prospective Customer.  

In the backdrop of the above, auditing Customer Service area becomes very much essential and the checklist for undergoing this task is enumerated herebelow:

The Inspecting Officer should verify -

• whether the counters are kept ready 15 minutes before the commencement business hours to attend Customer transactions?

• whether all staff members are present in the Branch well in time?

• whether duties of staff members are being rotated at prescribed intervals and all staff are performing their duties?

• whether the customers are satisfied with the time norms stipulated by the Bank Management for delivery of goods and whether the time norms are strictly adhered to?

• whether the Branch is encouraging their customers in adopting to the alternative Delivery Channels for enabling ease of use?

• whether the requests of customers asking for issuance of ATM Cards, PINs for the ATM Cards, Cheque Books, Internet Banking facility User Ids, Passwords, Demand Drafts/Pay Orders, Deposit Receipts, etc. are attended without any delay?

• whether the Branch is attending to requests for change of name, address, addition or deletion of names in the accounts as per stipulated time schedule?

• whether Customer Service Meetings are conducted at periodical intervals and the Minutes are recorded and held for verification?

• whether complaints received from customers are entertained in its real spirit and the same redressed in time?

• whether Complaints Register is properly maintained and shown for verification by Inspecting Officers?

• whether Notice Board contains the updated Interest Rates on Deposits and other current happenings in the Bank?

• whether the Branch has displayed the numbers of Vigilance Officer's contact phone number and address as per Central Bank instructions?

• whether the Branch is provided with First-Aid Kit and the required first aid medicines are available at the time of verification?

• whether the Branch is provided with adequate number of fire extinguishers and the same are refilled at stipulated intervals?

• If the Branch is providing Safe Deposit Locker service, whether the Locker Holders/Operators are given absolute privacy and necessary provisions are made in the Locker Room?

• whether ATMs are replenished with adequate Cash as stipulated by the Bank Management and the customers are not put into any difficulty?

• whether May I Help You board is displayed and is manned by a trained Official of the Branch?

• whether mutilated Notes are accepted for exchange as per RBI guidelines?

• whether phone calls are attended promptly by the concerned Desk Official?