“We were accepted for what we were, but we were not admired, liked, respected or loved. I want SBI to be the first choice for any customer, because of our intense desire to serve customers. The core competence for SBI should be our capacity to serve,” said Mr O.P. Bhatt, Chairman, State Bank of India , while inaugurating an NRI branch in Bangalore
According to Mr Bhatt, the bank has been making conscious efforts to see that it keeps coming closer to customers in a variety of different ways. “We have an enormous range of products and services at multiple price-points, and have tried to tweak our processes to increase efficiency, productivity and user-friendliness,” he said.
But most importantly, the bank has also tried to build its human resource “not only in terms of skills and attitude, but also in bringing about a change in the mindset and mental orientation of the staff about their relationship to the organisation, the relationship they should have with the customer, about the need to serve the customer with grace…,” he added. Every interaction should be a delight for the customer, making him/her want to come back again and again, said Mr Bhatt.
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