Customer Service and Business Communication
Customer Service and Business Communication
This domain tests how a bank or financial-services employee handles customers, complaints and written communication within policy. Expect service standards, grievance escalation, RBI’s integrated ombudsman route, and professional email or telephone etiquette.
Core rules and concepts
- Good service is accurate, timely, respectful and compliant; confidentiality is part of service, not an optional extra.
- Use the 7 Cs of communication: clear, concise, concrete, correct, coherent, complete and courteous.
- Listen actively, confirm the customer’s need, explain charges and timelines, and record commitments.
- A complaint should first go through the bank’s internal grievance redressal; if unresolved, the customer can approach the RBI Integrated Ombudsman.
- Never ask for an OTP, PIN or password, and never share account details with an unauthorised person.
Worked example
A customer reports an unauthorised UPI debit of ₹5,000 within two working days. The employee should immediately block the card or UPI access, log the dispute, advise the customer to report to the bank and not to share credentials, and explain the liability rules. Under RBI’s customer-protection framework, zero liability can apply to a third-party breach when the customer reports within three working days. Reasoning: speed of reporting and cooperation determine liability, so the first action is containment, not blame.
Traps that cost marks
- Promising a refund without authority.
- Asking the customer to share an OTP for verification.
- Treating a social-media complaint as resolved without logging it.
- Using jargon instead of explaining charges and next steps.