May 25, 2018
Rating
To
The manager
ICICI Bank,
No.802, Essar Plaza, 7th Cross,
BTM Layout 2nd Stage,
Bangalore - 560076
From
S Vaitheeswaran
vaithee@icloud.com
Tel : 7760845544
Sub : Service levels at your branch
Dear Sir / Madam,
This is to bring to your notice the service levels in your branch. I will leave it to you for judging the effectiveness of the service.
My objective of visiting the branch was to surrender two international cards belonging to my son, who has purchased the cards during his trip to Europe. He also holds an account with your bank. So, the intended request was to surrender the card and get the refund into the bank account.
In the first place, as soon as you enter the branch premises, there were two staff to the left and to the extreme right was the âMAY I HELP YOUâ team.
I inquired to one of the ladies in the left about my request â whose functional sign board mentioned âNew account opening â Savings â. She directed me to go to counter number 5.
In counter number 5 and the adjacent table, I believe it was intended for 2 staff. The staff nearer to the corner was servicing a request for a client who was writing a service request for a cancelled check to submit it to his medical reimbursement. (shoulder surfing â no privacy) The guy sitting next to the staff was not wearing any ICICI tag, but was instructing the staff to do some work in the computer. Next to him was another person sitting and working on the computer. Behind this gentleman there were two ladies standing â one was charging her telephone (again without any ID tag) and another lady was just standing next to her.
With patience I was waiting behind the person who was writing the requisition for the cancelled check. Then the staff at counter 5 asked me what I require. I told him my request. He then asked the lady who was standing at the extreme right â asking her to guide me to the same lady with whom I inquired in the first place.
So, I was directed back to the same lady to whom I made the first inquiry.
So I asked her why she directed me to counter number â5â, if she is the one who is supposed to attend to the call. She mumbled in a language which is neither English nor Kannada.
She insisted that the person who owns the account has to come in person with his passport and the cards and has to sign the form in person in her presence in order to close the card and transfer the money back to the account.
The working timing of my son exactly coincide with you bank timings and he cannot physically be present to the bank â for the money to be transferred from his own card to his own account.
Despite my repeated conversation in English she kept talking in another language which I donât understand so I canât make out whether she was abusing me by her statements.
Upon inquiry, I learnt that her name is Pooja.
Myself being a Director of a reputed international bank, where treat our customers with due respect and guide them correctly, the experience I got from ICICI bank was really shocking.
Hope you will improve the service to the clients and train all your staff properly to :
ï Understand customer requirement before redirecting
ï Not to use the mobile phone for personal use
ï Improve your corporate system and the terminal so that they do not go under cover of MY SYSTEM not working.
ï Ensure only approved staff sits behind the counter in order to ensure customer confidentiality.
ï Be accountable for your shareholders money. The incidents of today is really dishearting, no compliance, so leathargic staff. Out of the seven staff only two seem to be working while all others are just partying or playing with their mbile phones in the pretext of system unavaialability.
ï Eliminate inefficiency and ensure staff is trained or made redundant in order to be more productive which will be seen by the customers and shareholders.
Thanks and regards
Vaithee