C. S. Jain
Head – Personal Banking Group, IDBI Bank
In my view, the best moment to market a product is when you have satisfactorily resolved the complaint of a customer and he is visibly delighted with the result. In my career, there have been several such occasions. The one which comes up first to mind is that of a manufacturing company struggling in BIFR and struggling with my bank then for funds for daily operations. They called on me and I personally extended the courtesy they deserved and restored their dignity. I heard them with all attention and found only partial resolution to their problems. They came out of BIFR much ahead of schedule and today maintain personal deposit accounts in excess of Rs.50 crores, company loan accounts and staff accounts also are with the Bank.
Head – Personal Banking Group, IDBI Bank
In my view, the best moment to market a product is when you have satisfactorily resolved the complaint of a customer and he is visibly delighted with the result. In my career, there have been several such occasions. The one which comes up first to mind is that of a manufacturing company struggling in BIFR and struggling with my bank then for funds for daily operations. They called on me and I personally extended the courtesy they deserved and restored their dignity. I heard them with all attention and found only partial resolution to their problems. They came out of BIFR much ahead of schedule and today maintain personal deposit accounts in excess of Rs.50 crores, company loan accounts and staff accounts also are with the Bank.
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Source : IIPM Editorial, 2010.
An Initiative of IIPM, Malay Chaudhuri and Arindam chaudhuri (Renowned Management Guru and Economist).
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