DCB Bank — worst customer service and rude behavior of staff with customer

Address:

Mira Bhayandar Branch, Thane, Maharashtra

This complaint is particularly for mira road - (Mira bhayandar road branch)

I do not know why and how come a sales guy (G*esh) is allowed to revert to client for a query when they have customer service executives, other seniors, bom etc to reply and that too in such a rude tone. There was a task to be executed and i happen to ask the cse, as the cse was either not trained or didn't have knowledge, he asked that query to sales guy who in return replied in a very rude tone and impolite manner with half of the knowledge. Without complete knowledge, he started to explaining about the process in a very rude tone. Only when i made counter questions comparing to other branch, g*esh - the sales guy replied saying i don't know about other branch (He is based in the same branch that i was referring) but there is less staff so we cannot help you to resolve the task.

My question is does the sales guy have such a right to communicate with client with such rude behavior? When you do not know what is happening in your branch, how can you be so sure about the process?

Secondly, the branch operations manager at this branch gave explanation for the task as - i know my customers, i do not know you, it is the first time we are interacting etc.. We have less staff, i shall speak to my staff and if he gets time, he will resolve the issue, the issue will be resolved on the next day etc..

My question to bom here is - why do you do the comparison between the clients you know and the clients you don't know personally? Aren't all the clients to be treated equally? Or this could mean is - only if you give us the business here at this branch then you shall get good service and co-operation. If your accounts belong to other branch then do not expect service.

Lastly, the bom spoke to branch manager. When he came to know that the task is not related to opening an fd (Getting business for his branch) but something else, he did not seemed to be helpful as well.

None of the staff was able to give alternative solution and/after knowing the actual requirement.

The bank staff must be equipped with thorough knowledge of the process, well trained with manners and way of communication with clients, must be able to give alternative solutions to the clients after listening and understanding the actual need.