Changing behaviours in the banking system

This week, I had the opportunity to witness the behaviour, both ethical and unethical, of banking officers vis-a-vis their customers and employees in a private bank, operating in the federal capital. The events earned a mixed sort of reaction. As a customer of this private bank, I came across an officer who abused an elderly guard only because he allowed customers to enter the branch when it was about to close.

The officer shouted at the guard in front of customers. It was a small incident but generated a lot of questions, forcing me to lodge a complaint against this officer. The very next day, I received positive feedback from the top administration and bank manager of the respective branch. They were very kind and I’m completely satisfied with the action they took in response to my complaint. I never expected such a positive and quick response.

I’m glad to share with readers that the majority of young professionals have seemingly embraced the changing culture of good behaviour. I also learnt that misbehaviour by officers towards customers in the banking industry is no longer acceptable. There are private banks, both local and multinationals, that are doing a good job by facilitating their customers at every turn. I hope others will follow suit as well. This incident reminded me of two important aspects — bank officers’ dealings with customers and the attitude of the customers themselves — when I compare these with banks in a developed country like the United States. Though it would be unfair to compare services of American banks with Pakistani ones, having experience of dealing with banks in both countries, I am quite optimistic about positive change in this sector in our country.

As the banking industry booms in Pakistan, our private and government-run banks will have to train their customers to work in modern online banking systems which could help reduce business risk and change the culture and attitude of staff towards customers. This could also minimise the workload on bank officers working in various branches. Customers should also be open to adopting the latest technologies banks are offering. This has to be reciprocal relationship and both parties, banks and customers, need to understand the benefits both will accrue if they consider each other as partners.

Published in The Express Tribune, September 3^rd,  2015.