I was surprised and dismayed to find the following compliment from a customer being included in the Directors' Report of ICICI Bank for the year 2009-10:
"I was pleasantly surprised to receive a phone call from you in response to my e-mail requesting for a refund of charges. This was followed by your e-mail accepting my request. What is really amazing is that this was all done in just about 12 hours. I am an admirer of ICICI Bank for your liberal attitude, transparent transactions, up-to-date technology, customer friendly automation, professionalism with a human touch, etc. The list goes on and on and this response to my request has made me indebted to ICICI Bank always. I shall remain your brand ambassador for the common man, Thank you and good luck to you always!" -D.Sivaswamy, Chennai.
Three more compliments in similar vein also find a place. Does publication of such encomiums betray the fragility of the bank's ego? Would fairness not demand that the bank give similar publicity to complaints made against it? If refund of charges is praised, should not the levy of unreasonable/inapplicable charges in the first place be condemned? Does correction of a mistake (albeit within 12 hours after a complaint is made) warrant a pat on one's back? ICICI Bank ought to have better benchmarks.
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Hi Srivarahan,
We appreciate your sentiments and we do try to maintain good benchmarks at all service levels. However, if it has been highlighted in the annual report, it goes on to show that we are not trying to hide our shortcomings and are ready to accept openly if there's an error. Not only that, we take corrective measures immediately and try to resolve the issue/concern for our customers in as less time as possible. Such proactive actions when communicated to the employees also build their confidence and tells them that their work is garnering positive results. We would like to thank you for your feedback and your valuable opinions.
Regards,
ICICI Bank Customer Service Team
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