DEPARTMENT OF TECHNICAL EDUCATION

ANDHRA PRADESH
Name : Md. Qudeer rehman
Designation : Head, CCP
Branch : DCCP
Institute : KDR, GPT Wanaparthy
Year/ semester : VI semester
Subject : Banking
Subject code : CCP-604(B)
Topic : Marketing of banking products
products
Duration : 50 mts
Subtopic : Redressal of customer
grievances ombudsman
Teaching aids : Diagrams
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The students already know:

 What are various banking products to be marketed

 Differential marketing strategies
 The pre conditions of banking products rules and
regulation of loans
 The customer creation satisfaction and
maintenance
 socialized banking services

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Objectives
On the completion of this period you would be
able to
 Explain the procedure for Customer grievances
redressal
 Explain the procedure for Opening of ombudsman
organization
 Explain the liability to be fixed on banker if proved to
be neglectful in customer services
 Explain the procedure for payment of compensation
to the affected customer
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 Customization
Customer creation :
Attraction to deposit amount in the bank facilities to
be provided products to be offered with easy terms

Customer satisfaction:
The customer should feel happy and the
requirement of every customer who is an asset

Maintenance of customer:
If any intentional delay by any bank staff on the
receipt deposit and withdrawal of money the complaints
to be made to grievances cell
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 Bank ombudsman Organization
 Every nationalized bank have an cell to be contacted
for intentional delay in banking transactions by
customers
 After completion of 14 days inordinate intentional
neglectful act of bank staff the ombudsman can be
contacted with details of delays and reasons
 Indian negotiable instruments act 1881 permits every
affected customer to contact the banking
ombudsman to be located in head office of a bank
 The bank staff is liable and the customer entitled for
monetary compensation for inordinate delay
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Actions to be taken by banks ombudsman

 A thorough immediate enquiry will be made and

responsibility may be fixed
 Responsible bank staff will be taken to task like
transfer and stoppage of promotion
 Affected customer is entitled for monetary
 compensation depending on quantum of case
 Customer redressal of grievances may be done
 Ombudsman cell is an organization to make effective
bank services

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Summary:

 The bankers services towards customization of banks

 The ombudsman grievance redressal organization
and its methods of working
 The provisions of Indian negotiable instruments act
1881 to provide relief to effected customer
 Fixing of responsibility on banks delay in transaction
and monetary compensation to customer

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Assignment:

 Explain any six advantages to the customer from

the banking ombudsman
 Explain any points from the bank customization of
service
 Explain any six points of modern banking
strategies to attract customers

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QUIZ:
Fill in the blanks:
3. Every nationalized bank have a banking
______________institution for customer redressal
Answer (ombudsman)
5. If the inordinate delay in banking business is proved
the concerned employee is liable and the affected
customer is entitled for_______________
Answer (monetary compensation)
7. The customization means customer creation
customer satisfaction and_____________
Answer (customer maintenance)
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 Frequently asked questions

3. Explain in four sentences :

a) Delay in transaction
b) Customization of banks
c) Indian negotiable instruments Act, 1881
4. Explain any eight sentences about the banking
ombudsman services

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