Customer Service
Customer service tests how BFSI staff handle enquiries, complaints and service standards. The exam focuses on empathy, process and the customer’s right to redress.
Service rules
- Use the RATER lens: reliability, assurance, tangibles, empathy and responsiveness.
- Listen fully, apologise for the experience without admitting fault, and explain the process in plain language.
- Log every complaint and give a complaint/reference number.
- Escalate within the bank’s matrix; if unresolved, the customer can approach the RBI Ombudsman.
- Follow treating-customers-fairly principles: transparency, no mis-selling and timely communication.
- Protect privacy; discuss account details only after verification.
- Measure service quality through first-contact resolution, turnaround time and repeat complaints.
Worked example
A customer reports an unauthorised debit-card transaction. The correct sequence is: block the card, log the dispute, advise reporting to 1930/cybercrime, explain the investigation and provisional-credit process, and give a reference number. Reasoning: speed limits liability and creates evidence; promising an immediate refund is not authorised.
Traps that cost marks
- Promising a resolution date you cannot control.
- Blaming the customer before verification.
- Closing a complaint without a reference number.
- Sharing details with a family member who is not authorised on the account.