What's inside the Customer Service in Banks book
Built for working bankers: the whole syllabus in short, exam-focused chapters, with practice questions to test yourself.
- Conceptual, chapter-wise and topic-wise study material for the full IIBF syllabus.
- Practice questions (300 MCQs) with the book, chapter by chapter.
- 30 Case Studies (120 questions)
- 5 Mega Tests (500 questions)
- Minimal pages, complete coverage: built to cover a lengthy syllabus in a matter of days.
Module A — Banking as a Service Proposition5 chapters
- Banking Products and the Customer Promise
- Designing and Delivering Banking Services
- Banking Channels and Customer Touch Points
- Banking as a Service and Fintech Partnerships
- EASE 7.0 and Customer Delight
Module B — Customer Service as a Business Strategy10 chapters
- Banker–Customer Relationships
- Customer Relationship Management Across the Lifecycle
- Customer Expectations and Service-Quality Models
- CRM, Artificial Intelligence and Data Analytics
- Customer Communication and Virtual Relationship Management
- Customer Strategy, Marketing and Product Diversification
- Customer Feedback and Grievances across Channels
- Digitised BFSI: Security, Fraud and Data Governance
- Service at Branches and Controlling Offices
- Financial Inclusion and Accessible Customer Service
Module C — Behavioural Aspects of Customer Service7 chapters
- The Customer-First Approach: Skills and Attitudes
- Business Etiquette, Grooming, Meetings and Time Management
- Soft Skills, Hard Skills and Emotional Intelligence
- Business Communication and Professional Personality
- Phone, Online, In-Person and GenAI Interactions
- Difficult Customers, Negotiation, Anger and Stress
- Internal and External Conflict and Complaint Handling
Module D — Legal and Regulatory Guidelines6 chapters
- Customer-Service Reform, Fair Practices and Customer Rights
- KYC and AML: Safe Service without Unnecessary Barriers
- Organising Customer Service: Board Policy and Service Committees
- Consumer Protection and Security in Digital Banking
- Grievance Redress: Bank, Internal Ombudsman and External Remedies
- MSME Initiatives and Customer Service for Enterprise Borrowers
Module E — Ethics in Customer Service2 chapters
- Ethical Dilemmas and Reputation Risk in Customer Service
- Product Suitability, Mis-selling and Integrated Ethical Cases
Module F — Revision Aids and Regulatory Updates3 chapters
- Revision Comparisons and Service Checklists
- Service Terms and Measurement in Simple Language
- Regulatory Dates: June 2026 Study Track and October 2026 Practice
Read before you buy
Free PDF with the table of contents and Chapter 1. No sign-in needed.
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Questions
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Can I see a sample first?
Yes. Download the free sample PDF above: it has the table of contents and Chapter 1 of the Customer Service in Banks book.
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Which edition is this?
The 2026 edition by Ashish Sir, written for the current IIBF Customer Service in Banks syllabus.