Dear readers/Officials incharge:
LIC Housing Finance Objectives & Application: -
1.1 Objectives of the Code –
The Code has been adopted by the Board of LIC Housing Finance Ltd.:
1.To promote good & fair practices by setting Minimum Standards in dealing with Customers;
2.To increase Transparency so that the Customers can have better understanding of what they can reasonably expect of the Services;
3.To encourage Market forces, to achieve higher Operating Standards;
4.To promote a fair & cordial relationship between Customer & LICHFL; &
5.To foster confidence in Housing Finance System.
While stated above is the code of conduct/objectives by LIC Housing Finance, On the onset let me tell you I write this with a very minimal expectation that this will be taken note of at the corncerned office (LIC Housing - T Nagar branch).
The Managers (?) dealing with the Processing (from application until approval, staying in contact with the customers) should be taught or given adequate training on '' how to communicate with the customers.", especialy the telephone ettiquettes. Once they get to know if the customer may not have ample sum to apease their hidden costs (additional charges per say) they try every possible way out to make the approval tough and the time taken for each of the stages in Processing the loan is unbearable. And one would receive a call if there is something in short of the documents, the Processor (manager) will wait for the customer to return the call.
And every time you make a call... you will be amazed with their sense of dutifulness & their ownership of the responsibilities. The only reply would be: " I am out of town ..give me time, i will check once am back "(1st call), then " Didnt i tell you am out of town ..with family at a temple... understand ok " (2nd call, while we keep waiting for the status to inform our builders about the loan to finalise the property)... 2 weeks later " Am going out next week, will proceed once am back the following week "
My question NOW to them is "" Am I a customer to requesting a Loan (which i repay with my hard earned money) or am i a debtor asking your money from your ancestoral property? ".
And i reitrate: all sort of uncourteous response are (as we believe) not been known by the APPROVERS or their SUPERVISORS.
I intend not to write this except for those very few officials who really create an unhealthy or unpleaseant connect between the Company and the customers. They indeed should be an ethical representative of the company themselves.
Also it was one of the veteran LIC officers (Mount Road) who had suggested me to approach this branch. As I duly respect him, i did never think to involve him into these petty dealings. However, i intend to take his support next time with his name and the LIC manager's NAME (& every executive's name) in my next communication here, if necessary action/communication is not passed after this escalation.
Thank you for reading this, Hope this brings a little difference in your approach to customers thereby adding value to every customer who gives you business (or assure your work, per say )!! Thanks again.
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