Customer service at ICICI

Around a decade back when ICICI started its business in india ,it was one of the great banks to do business with.There were a lot of differentiating factors that worked in its favour, and it took a lead in a very short time. But lately things have changed for the worse, because the bank has been taking its customers for a ride. It has probably forgotten that it is in the service business. I have the following comments to make

• The managers in the bank are not approachable and when they do give you some time, they hardly look up from their excel sheets.Undivided attention is what a customer seeks and the bank is not sensitive to this simple truth.
• The charges are pretty steep, and the bank does not lose any opportunity in levying a fine and thereby making a quick buck in these recessionary times.
• The form for closing the account does not even have space for giving the reason for closing the account.It seems that the bank does not care to know the reason for defection to other banks.
• General perception amongst people is that the bank tries to outsmart its customers.
• Even the corporates have started moving their funds away from the bank. Recently Infosys moved a huge amount to SBI.
• Rising NPAs,dwindling CASA ratio,alleged use of henchmen as recovery agents,poor rating on customer service, loss of differentiating factors,leadership and talent defection to Axis Bank et al point to the inevitable collapse .