People who deal with customers need more training. Review on HDFC Bank

Troublesome Teller of HDFC Bank

I think HDFC is a wonderful bank, but some of its employees need to shed their government department attitude.

On October 8, 2008, I reach the Sector 46, Chandigarh, Branch of HDFC Bank. The purpose: trying to get an FD encashed. I am told that the teller, one Mr Ranbir, would do it. He looks at the FD and tells me to write my contact number on it. In the 30 seconds or so that it takes me to write my telephone number, the fellow gets up from his seat and walks out of his teller cabin. Has it ever happened to you? Normally a customer waits, but sometimes he wonders whether he deserves such treatment.

So I wait a while and when he does not come back, I walk up to him outside his cabin – he is having a chat with the lady on the front desk – and tell him to do my work. He puts on a face.

Give it to the other teller, he says.

But you asked me to put my number down, why are you passing me off? I decide to make an issue of his arrogance.

Oh then I’ll do it, he takes the FD from me.

By when? I ask, as he has taken the FD and kept it on the desk of someone else.

By 2 pm. Come back at 2 pm.

I look at my watch, it is something past 11. This means that I will have to take another trip. Probably this Mr Ranbir thinks that I am free all day and at his beck and call.

Just to check the service of HDFC Bank, I take the FD to the Sector 35 Chandigarh branch. It is a much more crowded branch. I walk up to the teller and give him the FD. He smiles and takes it.

When will it be done, I ask him.

In 15 minutes, he says.

I am amazed at his approach. His colleague, Mr Ranbir of Sector 46 Chandigarh was so different, taking customers for a ride.

My experience shows that tellers of HDFC Bank are not bad. They can do a work if they want to. But for people like Mr Ranbir, well they should be given some training as to how to deal with customers. They operate in the best tradition of a government servant. But since HDFC Bank is not a government bank and says that “it understands your world, ” I would expect all employees to understand their customers.