Customer Service Guidelines
Chapter notes, video classes, MCQ practice tests and quick-revision one-liners for Principles and Practices of Banking — JAIIB.
One-liners from this chapter
Free sample — 8 of 35 rapid-fire Q&A cards.
1 — Body / Purpose?
Body: Customer Service Committee of the Board (CSCB); Purpose: Top-most policy and oversight
2 — Body / Purpose?
Body: Standing Committee on Customer Service; Purpose: Day-to-day bridge between departments & Board
3 — Body / Purpose?
Body: Branch-Level Customer Service Committee; Purpose: Formal customer-bank dialogue at branch
4 — Body / Purpose?
Body: Nodal Department / Official; Purpose: Single point of contact for customers, Ombudsman, RBI
1 — Policy / Core Coverage?
Policy: Comprehensive Deposit Policy; Core Coverage: Rights of depositors — esp. small depositors
2 — Policy / Core Coverage?
Policy: Cheque Collection Policy; Core Coverage: Local/outstation collection, time-frames, interest
3 — Policy / Core Coverage?
Policy: Customer Compensation Policy; Core Coverage: Erroneous debits, delays, unauthorised actions
4 — Policy / Core Coverage?
Policy: Customer Grievance Redressal Policy; Core Coverage: End-to-end complaint handling
MCQ practice tests
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PDF study notes
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