Dear Sir/Madam,
I am Hariramprasath, working in an private organization. I have availed the education loan from Indian bank Srirangam branch. Recently my father has passed away and so my mother went to bank to ask about the details for loan account name transfer. My mother was keen to ask about any concession in loan amount (just in a curiosity to reduce my family burden) and she asked the bank manager is there any way for this. I swear that she is not aware of any formalities in bank. Even she is not sure that is there is any way for loan concession. The bank manager has told her to come on other day to fill two forms. (Not mentioning anything about the loan concession!!)
My mom went today with a joy that there may be some way to obtain the loan concession. She went to the same bank manager and told her about the conversation that they had on the other day. The bank manager has made herself clear that there is not any loan concession in this situation.
The fact that I am coming to emphasize here is the way of communicating the message to the customer by The Bank Manager. She is not polite in her words.
Her words towards my mother was "How can you think of using others money and not repaying it? Is there any faithfulness by doing like this?! Just sign the papers for the name transfer and go. We can't help you with this request."
I accept. Her words are true. But the way of communication might be somewhat pleasant, so that my mother would also not be hurted.
The worst way of her communication with the customer is coming now.
I felt bad about my mother's stage. So I personally went to bank and spoke with the manager. My words are "Dear mam, please speak pleasantly to the customer. My mom was hurted with your words. She doesn't know anything about these facts. So please take care of your words with the customers like this. This is my suggestion."
Do you know how she reacted?!!.
"You don't teach me!!. There is no way for me to hear your words!!. I know about how to deal with customer and you are not a teacher to teach me. We don't want your suggestions from customers like you. YOU JUST MAKE YOUR WAY OUT! "
I felt very bad with her words. Our family is using Indian bank for transaction for more than a decade. Is this the right way to treat the customer suggestion?! Is there any way to file a complain about her nature of communication with the customer?! I know as a normal citizen, surely I couldn't make any move to file a complain against the people like this. I have posted a feedback forum in Indian bank website and I am damn sure, there won't be any effect for this.
This is the stage for the family who are educated. If it is so think about the uneducated families. And there is many family whom i know personally suffered a lot with the words from persons like this. And all of them are forced to accept this forever.
When this situation is going to change!! When these people will get to know how to treat the customer!!
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