
The other day I desperately tried to draw cash from my bank's ATM on pay day. Like other earlier countless occasions, it shamelessly tittered with 'NO'. I luckily saved my situation by taking cash from nearby ATM of a private bank where there seems to be no dearth of cash on any given day.
Here is a world of difference in the functioning of private & public sector banks. I am at a loss to understand why the govt. sector banks especially my bank deliberately failed to keep adequate cash when they very well know that sufficient cash needs to be kept especially on pay days or on festival days. Doesn't it amount to failure of service delivery?
There seems to be nobody listening to the plight of low-end customers like me. Imagine, I am in a remote village where there is no other ATM and I have to return empty handed. It is acceptable if there is any technical glitch in the ATM occasionally. But will the careless act of not filling the machines with cash on needy days amount to criminal negligence ? Who is to be blamed ? What sort of action needs to be taken to avoid such problems ? These are unreplied questions hunting my mind.
It is only attitude that matters a lot. A sense of responsibility to provide service with a smile helps a lot to overcome the problems of such nature. An inner reform should come in the minds of these responsible govt. servants to act upto the expectations of customers. Further the functioning at micro-level needs to be kept under scanner.
At macro level, the top management should oversee the service delivery mechanism periodically with a secret written customer feedback to evaluate the functioning of each branch . Based on such feedback, the performance of it's managers should be assessed.
A world class delivery could usher when self-introspection rules their minds !
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