A town hall meeting, a first of its kind at Bhopal, was organised on Saturday by State Bank of India in Samanvay Bhawan. Town Hall meetings are city centric and attended by senior functionaries of the Bank. It is an open forum for customers, with full opportunity for them to share their experiences, expectations and grievances. The meeting was chaired by Chief General Manager, Bhopal Circle along KT Ajit, with General Manager of the Network PH Pammi. Deputy General Manager of Bhopal Module MM Verma.
Ajit in his keynote address told the house that Customer Service has been declared as the theme for the year 2016 by SBI thereby emphasis is being laid on improved customer service and a number of customer centric steps have been initiated by the bank in this regard. A customer experience excellence programme “CEEP” has been launched by the Bank with main thrust on reducing customer wait time to reduce congestion at branches.
Cash Deposit Machines, Cheque Drop Machines and Pass Book Printers have been installed in branches for self service of the customers. Customers are being guided to switch over to alternate channels to transact their banking business.
Pammi advised the house about the grievances redressal mechanism followed by the bank and advised the customers to use Bank’s internal grievance redressal system for quicker resolution. He also advised that an Internal Ombudsman had also been appointed by SBI to deal with escalated complaints.
Verma informed the house that CEEP programme of the Bank has been implemented in 26 branches at Bhopal as a result of which waiting time for the customers has been drastically reduced.After this the house was open to the customers to share their experiences and grievances. These were responded to by various officials of the Bank. Suggestions made by customers for improvement in customer services were recorded for implementation.