They earn huge profits annually but that does not translate into any benefits for customers
KARACHI: These days, it has become time consuming just to carry out one simple task in a bank. The performance of many banks has deteriorated and their customer service has become sluggish. One can regularly witness long queues at banks, with the staff carrying out their duties seemingly at a leisurely pace.
Recently, I went, with my mother, to a bank to pay my brother’s school fee. It was packed and I could see that the customer service was slow. It took us two and a half hours to get a five-minute job done. I also noticed that the elderly who came to get their pensions were being sent to multiple people, but their job still wasn’t done until the bank manager came to their rescue. Both local and multinational banks need to improve their customer services. They earn huge profits annually but that does not translate into any benefits for customers.
Lala Rukh Naeem
Published in The Express Tribune, October 24th, 2014.
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