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Excellence in customer service in the changing paradigm of financial services

· Shaktikanta Das, Governor of the Reserve Bank of India (India)

Summary written by Dark Majestic in its own words · topics: financial stability

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· Shaktikanta Das Wiki · Reserve Bank of India WikiExcellence in customer service in the changing paradigm of financial services

ContextInaugural address by Shaktikanta Das, Governor of the Reserve Bank of India, at the Annual Conference of RBI Ombudsmen, Jodhpur, 28 October 2022.

Why it mattersDas asks banks to improve service for vulnerable customers.

Problems raised
  1. Customer service in finance needs improvement.
  2. Vulnerable customers need care.
  3. Complaints must be addressed.
Solutions proposed
  1. Strengthen ombudsman schemes.
  2. Treat vulnerable segments with sensitivity.
  3. Improve grievance redressal.
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