Project Report Presentation On HDFC Bank

Click to edit Master subtitle style Submitted in partial fulfillment for the Award of degree of PGDM CH INSTITUTE OF MANAGEMENT & COMMERCE
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After 15 Minutes
Scope of study Company Profile Products and Services Departmental Details Communication Pattern Project Profile Recommendation Conclusion
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Project Title
BUSINESS GENERATION FROM CUSTOMER SERVICE

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It aims at getting an insight in to customer service. It also aims at familiarized with the customer during the training in bank help me a lot in understanding the practical aspect of Business generation through customer service .

Scope of the study

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Why customer service is important?

Good customer service is the lifeblood of any

business.

Good customer service is all about bringing

customers back

By remembering the one true secret of good

customer service and acting accordingly; "You will be judged by what you do, not what you say.
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Company Profile
The Housing Development Finance

Corporation bank Ltd.(Hdfc Bank Ltd. )was incorporated in August 1994.

Private bank

HDFC BANK, Commerce House Branch

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Products & Services

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Departmental Details
Structure:
1 Branch Manager 1 Assistant Branch Manager 1 Relationship Manager 1 PB Authorizer 1 Teller Authorizer 1 Personal Banker- Welcome Desk 1 Personal Banker 1 Teller
5/5/12 1 Coex for PB

Departmental Details: Communication Pattern

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Project Profile
CUSTOMER SERVICE: Customer service in banking is one of the most important ways to keep customers coming back. It includes responding to customers questions and complaints in a thorough and timely manner and interacting with customers through face-to-face meetings, telephone, mail, fax and email. Most if not all bank employees are involved in some aspect of customer service.
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Project Profile Cont.. KYC Norms

The words Know Your Customer in the financial sense describe the process by which a bank or financial institution checks the identity, background and other aspects of the source of wealth of potential and existing customers. Mandatory details required under KYC norms are:
proof of identity and proof of address. Passport, voter's ID card PAN card or driving license are accepted as proof of identity
5/5/12 proof of residence can be a ration card, an electricity or

Project Profile Cont..

How HDFC Bank provides customer service:

1. Lobby Management 2. Portfolio Management
a.) Imperia Banking b.) Prefferrd Banking c.) Classic Banking

3. Direct Banking Channels

a.) Net Banking b.) 5/5/12 Phone Banking

Project Profile Cont..

4. CRM Next 5. Product Menu 6. Complaint Management
Level 1- Query, Suggest, Feedback & complaint are deal by branch as First Time Contact (FTC) Level 2- Grievance Redressal, If you have received an unsatisfactory response from any of our personnel or channels, and would like to escalate the matter to our Grievance Redressal Officer, you may file your complaint here. Level 3- Nodal officer / Principal Nodal Officer
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Recommendations
1) Answer your phone. 2) Listen to your customers. 3) Deal with complaints. 4) Be helpful - even if there's no immediate profit in it. 5) Train your staff to bealwayshelpful, courteous, and knowledgeable. 6) Maintain your portfolio of customers intelligently. 7) Treat the customers of other branches
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Conclusion
HDFC bank knows the importance of customers and various customer satisfaction drivers, including industry and competitors trends. Bank easily identifies the stated and unstated needs of the customers and methods of addressing the same. It was also observed that bank displays responsiveness to varied customer requirements and take proactive measures. Bank also identifies, seek and enroll new customers including, in new areas outside ones 5/5/12

Conclusion cont..
Bank also identifies, seek and enroll new customers including, in new areas outside ones responsibility and it easily built, nourish relationship with customers, including the internal resources serving the customers. By doing so, the bank observed a tremendous result:
Enlarged base of satisfied customers Minimal customer attrition Deepening relationship across verticals
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THANK YOU ANY QUESTIONS

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