Front desk staff being hired from airlines, hotels. | |
| Banks are putting their best face forward for improving the quality of service. While some like the Oriental Bank of Commerce have prepared a detailed dress code for their employees, others have gone a step forward and are recruiting people from the airline and hospitality industries to improve the quality of their frontline sales staff. |
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| "We have recruited people from the airline and hotel industries in large numbers as we want to improve service quality," says Chanda Kochhar, executive director, ICICI Bank. |
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| Other bankers feel while product knowledge can be easily imparted through proper training, relationship management is the key. |
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| Private sector banks are not alone in this new recruitment strategy. Take foreign banks like HSBC, for instance. Vijaya Kumar, head of training at HSBC, was recruited from a leading hotel chain to improve service quality at the bank. |
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| "Personnel from the airline and hotel industry tend to appreciate higher level of service and have the right attitude required to serve bank customers," says an HSBC spokesperson. |
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| Kochhar agrees. "They add a new dimension to service quality," she says, giving the example of how passengers feel when they board a plane and are welcomed with a smile from the air-hostess. |
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| "Even if you take a little longer to issue a demand draft, the customer won't mind if you greet him with a smile," says Kochhar. |
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| It seems to be a win-win situation for both the employer and the employees. People in the hospitality and travel business also want a varied work experience. |
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| And, says Ravindra Kumar, country head (investment banking) at ING Vysya Bank, "Financial services enjoys a premier position in the Indian job market, and has emerged as the top ranking choice among the youth." |
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| ING Bank executives say banks today were recruiting from various sectors as the talent pool for bankers had not kept pace with demand. |
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| ING Vysya recruited about 20 junior and middle management personnel mostly from foreign banks. ICICI Bank recruited 7,000 people last year and is expected to recruit as many this year. |
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| So next time you visit your bank, don't be surprised if you are welcomed by a broad smile. |
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