 RESOLVING CONFLICT WITH CUSTOMER

AT CUSTOMER CONTACT POINTS – “A

STUDY IN BANKS”

 PRESENTED BY:-
ARKA SINHA (10DM004)
SOUVIK CHAKRABORTY (10DM008)
DEBASISH PAUL (10DM024)

 MITESH KR. SHAH (10DM028)

RUPA GHOSH (10DM049)
DIPTISHREE SWAIN (10DM050)
ANIRBAN KUNDU (10DM060)
What is conflict?
 A conflict is an opposition of people, forces, or
other entities.


 It is an inevitable feature of organizational life.



 Conflict is the expression of disagreement over

something important to both (or all) sides of a
dispute.

Contd…
 Ordinarily, a conflict is limited to a range of
options. For example, creativity and security
might conflict with one another, but only within
a particular set of options.


 In Banking sector mainly inter-personal conflict is

the most predominant scenario as because
customer handling is the main motto of these
banking sector & as a result conflict emerges
between the employees & the customers.



LEVELS OF CONFLICT
TYPES OF CONFLICT
STAGES OF CONFLICT
SATISFACTION &
DISSATISFACTION LEVEL
% of satisfied and unsatisfied customers

35%

1
2

65%

SATISFIED CUSTOMER
UNSATISFIED CUSTOMER
REASONS FOR CONFLICT IN
BANKING SECTOR
 DISPERANCY IN CASH  ACCOUNT NOT
TRANSACTIONS ACTIVATED/OPENED
 

 PROBLEMS ON ATMs  SYSTEM PROBLEMS

 
 MOBILE BANKING  PROBLEMS ON LOAN
ALERTS NOT RECEIVED TRANSACTIONS
 
 PROBLEMS ON ECS  PROBLEMS ON LOCKER
 
 


Contd…
 Problems on TDS

 Draft a/c problems


 Pass book printing


 A/c with MOD balance


 RTGS/NEFT
Reasons for more conflicts in public sector
banks compared to private sector banks :-
 Friendly Behaviour of the Staff.
 Quick and fast services.
 Technical efficiency.
 Reference.
 Too many formalities.
 Job security.
HIGH Desire to Satisfy Self LOW

Desire
to Satisfy
Others

HIGH
Conflict Styles
HIGH Desire to Satisfy Self LOW

Avoiding

Desire
to Satisfy
Others

HIGH

Conflict Styles
Avoiding
I lose - you lose
HIGH Desire to Satisfy Self LOW

Avoiding
Desire
to Satisfy
Others

Obliging

HIGH

Conflict Styles
Obliging or Accommodating
I lose - you win
HIGH Desire to Satisfy Self LOW

Dominating Avoiding
Desire
to Satisfy
Others

Obliging

HIGH

Conflict Styles
Dominating or Forcing or
competition
I win - you lose
HIGH Desire to Satisfy Self LOW

Dominating Avoiding
Desire
to Satisfy
Compromising Others

Obliging

HIGH

Conflict Styles
Compromising
I give in - you give in
HIGH Desire to Satisfy Self LOW

Dominating Avoiding
Desire
to Satisfy
Others
Compromising

Obliging
Integrating
HIGH

Conflict Styles
Problem solving or Integrating or
Collaboration
I win - you win
rules to resolve conflict: -
 Make sure that good relationships are the first
priority.
 Keep people and problems separate.
 Pay attention to the interests that are being
presented.
 Listen first; talk second.
 Set out the “Facts”.
 Explore options together.
 STATE BANK OF INDIA IS THE LARGEST STATE OWNED
BANKING & FINANCIAL SERVICE COMPANYIN INDIA BY
ALMOST EVERY PARAMETER – REVENUE, PROFITS,ASSETS
& MARKET CAPITALIZATION


 SBI HAS 26500 BRANCHES INCLUSIVE OF ITS ASSOCIATE

BRANCHES


 IT HAS 21000 ATMs THROUG OUT THE COUNTRY



 THE BANK HAS 131 OVERSEAS OFFICES SPREAD OVER 32

COUNTRIES

 TOP ISSUES

- ACCOUNT OPENING
-
- NON-TIMELY COLLECTION OF CHEQUES
-
- PROBLEMS ON ATMs
-
- PROBLEMS ON LOANS


- SEPARATE RECEIPT COUNTER

Contd….
- MOBILE BANKING
-
- LINK FAILURE
-
- TDS FROM FIXED DEPOSIT
-
- PROBLEMS ON ONLINE TRANSACTIONS
-
-
Case relating to customer conflict
 CASE - 1
 Rajesh opened is a/c on 2nd sep in one of the SBI branches &
applied for ATM card but not received till date and he lodged a
complaint to the branch manager


 CASE – 2
 Neeraj booked a railway ticket with the help of his debit card
but the transaction was failed but his a/c was debited with Rs
1000 & he complained to the respective branch



SBI POLICY TO RESOLVE
CUSTOMER CONFLICT
 State Bank of India customer care provides assistance 24x7 through
 its SBI customer care service


 SBI provides helpline to its credit card holders by providing a
 helpline number 1800-11-22-11


 It provides VSAT facility if there is a link failure in the branch
 offices for customer benefits



 Any complains regarding banking transactions customers can call
 through his BSNL/MTNL number in 1800-180-1290
Contd..
 In every branches of SBI on 15th of each month, Branch manager or the
senior customer care executive have an open forum and meet and
resolve customer issues between 3-5 PM.

 SBI bank customer care also follows a compensation policy if clients have
to suffer because of some accounting error due to SBI bank
professional.

 A separate grievance cell have been opened by SBI where customer can
directly complain to the regional manager regarding any unsolved
issues.

 Customers can also complain online by logging into the site of SBI





Contd..
Contd..
 ICICI Bank IS THE SECOND LARGEST BANK IN INDIA & THE
LARGEST PRIVATE SECTOR BANK IN INDIA BY MARKET
CAPITALIZATION


 THE BANK ALSO HAS A NETWORK OF 2,016 BRANCHES & ABOUT

5,219 ATMs IN INDIA


 IT HAS IT’S PRESENCE IN 18 COUNTRIES, AS WELL AS SOME 24

MILLION CUSTOMERS


 ICICI BANK OFFERS A WIDE RANGE OF BANKING PRODUCTS &

FINANCIAL SERVICES.

CURRENT SCENARIO IN ICICI
BANK
Complaint trends
Complaint in ICICI
Case relating to customer conflict
 Case 1


 Jay sriram achar one of the credit card holder of ICICI bank
was debited with Rs.17000 before issue of credit card.


 Case 2


 One customer arrives at the bank with a large amount

and wants to open a new account with the bank, since the
officer in-charge was busy in another work he was asked to
wait for his turn, instead of waiting he starts misbehaving
with an employee.
 .

 It is ICICI Bank’s policy to ensure
that:
 All customers are treated fairly at all times.


 All complaints, critical requests and issues raised by customers
are dealt with courtesy and resolved on time.


 • Customers are made completely aware of their rights so that
they can opt for alternative remedies if they are not fully
satisfied with our response or resolution to their complaint.
Employee behavior
Sorting
Systematic Arrangement
Determine need and want 
Specify storage area
To sort item into buckets

Self Discipline
Making 5s
A way of life

Standardization Spic ‘n’ span
Design Standards, Cleaning with meaning
Policies and rules Checking abnormalities
Before 5s
After 5s
 Forums to review customer grievances and enhance the
quality of customer service:
 Branch level customer service committee (MILAP): The Bank has constituted the
branch level customer service committee (Milap).


 Milap acts as a forum to enable customers meet and interact with the senior
managers of the Bank with the following objectives:
 • Collect customer feedback on services provided by the Bank
 • Enable senior managers get first hand feel of requirements / demands
 • Reduce information gap between customers and Bank
 • Most importantly build trust amongst customers.


 ICICI bank has a 24x7 customer care service to provide solution to their
customer.
 ICICI bank also has a back up facility for each and every employee. If any
employee is absent then there is a back up for that employee.
 ICICI bank provides continuous training and development to their employees.

Conflicts which are not
resolved by banks
 The Ombudsman Scheme is a system of inexpensive
resolution to customer complaints.

 Banking Ombudsmen have been authorised to look into
the complaints concerning –
 Deficiency in banking service
 Sanction of loans and advances

 Other matters as may be specified by the Reserve Bank.




Bank Ombudsmen (Orrisa)
Dr.Sitakant Mahapatra, I.A.S.

C/O Reserve Bank of India 

Pandit Jawaharlal Nehru Marg

BHUBANESWAR 751001


 SUGGESTIONS: -
 Fair dealing with the customers. More contribution from the
employee of the bank. The staff should be co-operative, friendly
and must be capable of understanding the problems of customers.

 Prompt dealing with customers and speedy transaction without
harassing the customers


 Each section of every bank should be computerized even in rural

areas also.

Contd…

 Bank staff should be customer friendly and highly
motivated to serve the normal customer.

 As far as possible, banks should reduce its documentation
process while providing loans.


 The bank must have an efficient customer care service.


THANK YOU