‘The customer is the king.’ Indian banks are slowly becoming aware of the importance of this dictum. To make banks more customer-oriented the Reserve Bank of India, in consultation with Indian Banks Association (IBA) has drawn up a uniform format for evaluation and monitoring of containing 25 core customer service areas. The RBI has advised the banks to undertake periodic evaluation of customer service. Further, IBA has prepared a uniform format of a complaint book which has been so designed that the complainants can be given “acknowledged copy” immediately.
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