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is SBI management beyond repair?

ltf4ever

TF Legend
is sbi a hopelessly gone case when it comes to any customer service?

context:
my dad has gone to the branch for getting some work done that can be only done offline.
while he was in queue at number 2, the peon approached the lady at the counter with some paperwork that was sent by the branch manager which contained an HNI customer's requests.

the time was just 10 min before lunch time. by the time she finished with the BM's request, it was lunch time and she straightaway left the window for her lunch. when my father pointed this out, she had the audacity to shout at him saying that she was also doing office work only, it was BM's orders, etc.

now I know that if it was any other standard bank, I could highlight this to authorities with a formal complaint. but I don't have any faith in SBI's escalation matrix. and my complaint is not going to resolve the decades old mismanagement and customer service issues that SBI is famous for.

my question is, has any member of this community found any trick or jugaad that can instill fear in the minds of SBI employees into doing their work on time and leave aside the govt job type of vibe?

[end of rant]
 
Also, my brother works for SBI in a rural branch without much footfall and he has told me multiple times that he gets requests from higher authorities to sell insurance and other products to the people coming to his branch. He was like the people who visit this branch are already mostly laborers and it wouldn't make sense to sell them all these. He told me that he'll generally always say "Sure sir, etc" when instructed but never acts on this since he never gets these orders through official written channels and that they can't communicate these via those channels. Also, they can't penalize him for not selling these since it's not required out of his job anyway. This does explain the systemic problems there. Also, he has highlighted several issues in the software that he has to work on that never gets fixed since TCS charges a bomb for even the smallest of changes in their core banking software and the company doesn't care much about the improvement in efficiency and ease for the people in the clerical cardres. IMO, it's the problem with PSUs who don't compensate the decision makers in the top most roles decently enough like the private banks for someone to come and think about efficiency and customer care. It's no wonder it's the case given the top private banks also have glaring issues in these departments
 
Also, my brother works for SBI in a rural branch without much footfall and he has told me multiple times that he gets requests from higher authorities to sell insurance and other products to the people coming to his branch. He was like the people who visit this branch are already mostly laborers and it wouldn't make sense to sell them all these. He told me that he'll generally always say "Sure sir, etc" when instructed but never acts on this since he never gets these orders through official written channels and that they can't communicate these via those channels. Also, they can't penalize him for not selling these since it's not required out of his job anyway. This does explain the systemic problems there. Also, he has highlighted several issues in the software that he has to work on that never gets fixed since TCS charges a bomb for even the smallest of changes in their core banking software and the company doesn't care much about the improvement in efficiency and ease for the people in the clerical cardres. IMO, it's the problem with PSUs who don't compensate the decision makers in the top most roles decently enough like the private banks for someone to come and think about efficiency and customer care. It's no wonder it's the case given the top private banks also have glaring issues in these departments
Well I did hear about the systemic problems in the structure of the bank's India operations. Usually the ones who are talented enough in the system clear some internal parameters and take off for an international posting(they have operations in more than 30 countries). I met one such officer who had spent 5 years at SBI California as a junior manager and was back in India for the purpose of getting promoted and taking off for another destination. He did tell me that there have always been some good people in the system who eventually get fed up with the top management and quit to make alternate careers. An example he provided was of this founding trustee of Ashoka uni who started out at SBI - https://www.parivartanbihar.org/about-us/our-founder/
 
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I would deviate form your thoughts
It's not private or public banks

Bank of Baroda is a public bank but there customer support is more better than my ICICI branch people

It's not about whether a bank is public or private sector
It's functional managers and employees who actually face customers rather than corporate sector or business sector
Thing is in one branch employees can be great where in another branch employees can be rude and dumb


Customer service is more important
Somehow i missed your message.

Okay let me know one thing. If you have to choose either from icici or bob(you cant use other banks service even credit cards) which one would you choose?
 
There are 2 incidents happened infront of me

1. There was this old guy as BM of the area branch, I went there for some work done, there was this another old uncle who was frustrated.. uncle enters the BM cabin and shouts and threatens to close the account. The BM says and I quote "Aee manoj iska account band kar do aur tu dobara branch me dikhayi mat dena. Tere jaiso ki kami nahi hai". I don't know what that old uncle did after that. I was getting late, so I left.

2. This happened with me. I had VKYC account of SBI, that time it was used to open without signature. So I after a year, I went to add my signature to account and get cheque book. My father was in the car outside the branch, I went in, got a form, filled and gone to submit. The guy who gave me form said to go counter 2, then counter 2 said counter 3. As I was in queue, my father came in, he asked me what took so much time. I told him, he took me to BM cabin. This time the BM was changed to a lady, oh sorry arrogant lady. The lady said to submit in counter 2, I said counter 2 said to counter 3, BM said "hmm toh counter 3 jaiye". My father just took a seat there and said to give him a closure form and provided account number. The BM stood up from her seat as there was more money in FD+SCSS+SA+insurances than her salary probably. BM herself took my form and updated Signature then and there.


So yes, paise walo k liye services milti hai SBI branch me.
 
There are 2 incidents happened infront of me

1. There was this old guy as BM of the area branch, I went there for some work done, there was this another old uncle who was frustrated.. uncle enters the BM cabin and shouts and threatens to close the account. The BM says and I quote "Aee manoj iska account band kar do aur tu dobara branch me dikhayi mat dena. Tere jaiso ki kami nahi hai". I don't know what that old uncle did after that. I was getting late, so I left.

2. This happened with me. I had VKYC account of SBI, that time it was used to open without signature. So I after a year, I went to add my signature to account and get cheque book. My father was in the car outside the branch, I went in, got a form, filled and gone to submit. The guy who gave me form said to go counter 2, then counter 2 said counter 3. As I was in queue, my father came in, he asked me what took so much time. I told him, he took me to BM cabin. This time the BM was changed to a lady, oh sorry arrogant lady. The lady said to submit in counter 2, I said counter 2 said to counter 3, BM said "hmm toh counter 3 jaiye". My father just took a seat there and said to give him a closure form and provided account number. The BM stood up from her seat as there was more money in FD+SCSS+SA+insurances than her salary probably. BM herself took my form and updated Signature then and there.


So yes, paise walo k liye services milti hai SBI branch me.
You know whats better than facing all of these issues?



Ignoring the SBI...
 
That's what I did, I closed all my family members SBI ac and now it's peaceful
Staring Star Wars GIF by Disney+

There is no "winning" in such cases, you might win a battle but will still lose any war against SBI's shitty culture, apathy and mismanagement.
 
There are 2 incidents happened infront of me

1. There was this old guy as BM of the area branch, I went there for some work done, there was this another old uncle who was frustrated.. uncle enters the BM cabin and shouts and threatens to close the account. The BM says and I quote "Aee manoj iska account band kar do aur tu dobara branch me dikhayi mat dena. Tere jaiso ki kami nahi hai". I don't know what that old uncle did after that. I was getting late, so I left.

2. This happened with me. I had VKYC account of SBI, that time it was used to open without signature. So I after a year, I went to add my signature to account and get cheque book. My father was in the car outside the branch, I went in, got a form, filled and gone to submit. The guy who gave me form said to go counter 2, then counter 2 said counter 3. As I was in queue, my father came in, he asked me what took so much time. I told him, he took me to BM cabin. This time the BM was changed to a lady, oh sorry arrogant lady. The lady said to submit in counter 2, I said counter 2 said to counter 3, BM said "hmm toh counter 3 jaiye". My father just took a seat there and said to give him a closure form and provided account number. The BM stood up from her seat as there was more money in FD+SCSS+SA+insurances than her salary probably. BM herself took my form and updated Signature then and there.


So yes, paise walo k liye services milti hai SBI branch me.
People with f**k you money don’t visit branches, they only make a call. The branch head is usually aware of such accounts and knows the implications if they transfer their deposit.

A good way of communicating with the buggers is to speak nothing and give them a written complaint with a received signature of branch head on the copy of the complaint.
 
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