Customer 01:- This is a No.1 Nationalized Bank of India. Really, we just spit on their customer service. There are 4 counters, but only one counter is open and there is no person in the other counters. We are fed up of this Thakurpukur branch (1357) of State Bank of India.
Arindam: - Sir, I applied for Internet banking in this Thakurpukur Branch only on April 2009, but still my online account is not activated.
SBI Officer: - What can I do in that regard, if yours Internet Banking account has not been activated yet? Go and ask the Branch Manager. He is there in his cabin now.
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Arindam: - May I come in Sir? Thanks! Sir, my online account is not activated yet. Tell me what to do?
Bank Manager of Thakurpukur SBI Branch: - Oh! Boss, this is State Bank of India, and you are expecting Internet Banking from this bank. Still, SBI is not so modernized in terms of Information Technology or Internet Banking. Anyway, you can write a letter to the Zonal Manager of SBI regarding this matter. Ok…you can go now. Bye.
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Customer 02:- What do you people think about yourself? The lunch time is between 1 PM to 2 PM. You went out at 1 PM and now it is 3 PM. You are harassing the customers. You are supposed to come back in the counter in time after the lunch. Why we, the customers will wait for you for so long? We are depositing our money in your bank, which is why; you are getting paid every month. Just think about that.
Cashier of SBI: - Please don’t shout at the top of your voice to become a Hero. Today, there was a parent-teacher meeting in my daughter’s school. So, I went there to meet the class teacher. Now, please be seated there. When I will call your token number, then only come and stand here in front of the counter.
Customer 03:- Is State Bank of India paying you people for doing all these personal works during office hours? State Bank is still doing profits because of those provident funds of Senior citizens; otherwise, the young generation people are literally fed-up of the worst customer service of State Bank of India.
Arindam: - No, it is not that everywhere the services of SBI people are the same? In Secunderabad city, I have seen SBI employees giving faster service than any other private banks, but the problem is here in West Bengal. The work culture of this state is such that, people don’t value their customers, their valuable time and the future opportunities of earning more profits. All the SBI employees of West Bengal consider themselves as they are the King of the world. Customers need to wait for them. If a customer does not know how to do the buttering and oiling to the SBI employees in West Bengal, then he or she has to wait for a long time in the bank counter queue to get his or her work done.
Customer 01:- See; now there is a power cut also and they don’t have a proper generator system in this Thakurpukur branch of SBI.
Bank Manager of Thakurpukur SBI Branch: - Dear customers, we regret to say that, there is no oil in the generator we have. We have already told one boy to bring the oil. Within next 15 minutes, generator will start working. So, till that time, all the customers standing in the queue are kindly requested to co-operate with us.
Arindam: - Thanks to ICICI and HDFC bank. At least, they taught all the PSU banks of India; what banking means to a customer in this era of globalization and Internet. After experiencing the customer service of “THAKURPUKUR BRANCH (1357) OF STATE BANK OF INDIA”, I am damn sure that our next generation will just hate to keep their money in any PSU banks, unless Indian Government takes any step to modernize all PSU Banks and teach a lesson to all these bloody corrupted PSU Bank employees. All employees above 50 years should be forced to take VRS immediately in State Bank of India. I really wonder why the share price of SBI is going up day-by-day. 10,000 branches and too much recruitment will go in vain for SBI, if their top management does not change the entire work culture of the bank.
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