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Our Bureau

Mangalore , Nov. 21

Improvement in customer service is one of the focus areas for growth for Karnataka circle of State Bank of India. In this regard, the bank is planning to sensitise its frontline staff in the branches by giving special training to them.

In an informal chat with Business Line on the sidelines of the inauguration of the new premises of Attavar branch of the bank in Mangalore on Tuesday, Ms Mahpara Ali, Chief General Manager of SBI, said, "We are giving them very specific customer relationship training using our own resources and some external agencies. So the whole focus is on customer service. We are starting that training tomorrow."

Asked about the need for concentrating on customer service improvement, she said the bank is a service industry and there is always scope for improvement in services. The bank wants to set new benchmark in customer service with such an initiative, she said.

Earlier addressing the customers of the bank, Ms Ali said, "If you are dissatisfied with our service, please tell us. If you are satisfied, please tell others."

Asked about the plans for Mangalore region, she said the bank hopes to be part of the great growth projected for Mangalore.

The Mangalore region has been seeing a good growth in the last year.

MORE BRANCHES

Ms Ali said that the bank, which has 326 branches and 280 ATMs in the State, would open 12 more branches in Karnataka.

The bank will also focus on improving its market share in the State. The market share in retail segment is 10 per cent in deposits and 10 per cent in advances.

The bank is planning to achieve a growth of around 18 per cent in deposit mobilisation and 25 per cent in advances during the year.

Earlier, Dr John Joseph, Commissioner of Central Excise and Customs, Mangalore, inaugurated the new premises of Attavar branch.

Dr V. Eswaran, Regional Manager, Regional Business Office, SBI, Mangalore, welcomed the gathering.

More Stories on : Public Sector Banks | Customer Relationship Management | Karnataka | State Bank of India

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