Standardised company culture?? beyond boundaries
I am always surprised how global organisations maintain their standards in terms of products , services , people interaction whenever I see HSBC, Marriott,KFC, Mc.Donald's ( but I had a bitter experience with them in India when I have been told they don't serve Big Mac as it is made out of beef and asked me to try Chicken burger or Potato n veggie burger instead! Thank God - KFC has not invented any veggie chicken in India!).
Yesterday , I had one such amazing experience at State Bank of India, SBI in their Male' branch by seeing the standardized customer handling.
A bit on SBI:
SBI has a strong network of banks in India and outside especially in those countries where the Indian expat population in high . I am sure the customer base of SBI will exceed the population of Australia! and they are preferred by the expat Indians for their services in easy and quick money transfers back home. Besides this,SBI has varied financial products and services which is really very good BUT....
their customer handling from the time I could remember my first interaction with them in 1994 remains the same and surprisingly the "culture of SBI" is standarised across the boundary of India regardless of the nationality or race of the person who sits inside the counter. It cannot be seen as an isolated incident or behavior of a staff member of SBI but as what I experienced and have heard from people about hem, it is more of a corporate culture.
They are very impartial in treating customers like beggars which I think is a core value of their customer handling. I wonder whether SBI selects people with this trait or trains them to develop this value .With my bitter experience in 1994 where I was forced to use SBI's service to make a demand draft to be sent along with an application for a course, I avoided them as much as possible despite their wonderful products , rates and finally convinced to do business with them thinking those oldies from the old school of thought must have retired by now or rested in peace and the younger generation will be different in their approach towards customers but realized that the SBI legacy remains.
While MNCs are focusing more on standardising their products and services across the globe, I should appreciate SBI for focusing on standardising their customer handling behaviour beyond the boundaries of India. Perhaps, that's the essence of their great success!!
Yesterday , I had one such amazing experience at State Bank of India, SBI in their Male' branch by seeing the standardized customer handling.
A bit on SBI:
SBI has a strong network of banks in India and outside especially in those countries where the Indian expat population in high . I am sure the customer base of SBI will exceed the population of Australia! and they are preferred by the expat Indians for their services in easy and quick money transfers back home. Besides this,SBI has varied financial products and services which is really very good BUT....
their customer handling from the time I could remember my first interaction with them in 1994 remains the same and surprisingly the "culture of SBI" is standarised across the boundary of India regardless of the nationality or race of the person who sits inside the counter. It cannot be seen as an isolated incident or behavior of a staff member of SBI but as what I experienced and have heard from people about hem, it is more of a corporate culture.
They are very impartial in treating customers like beggars which I think is a core value of their customer handling. I wonder whether SBI selects people with this trait or trains them to develop this value .With my bitter experience in 1994 where I was forced to use SBI's service to make a demand draft to be sent along with an application for a course, I avoided them as much as possible despite their wonderful products , rates and finally convinced to do business with them thinking those oldies from the old school of thought must have retired by now or rested in peace and the younger generation will be different in their approach towards customers but realized that the SBI legacy remains.
While MNCs are focusing more on standardising their products and services across the globe, I should appreciate SBI for focusing on standardising their customer handling behaviour beyond the boundaries of India. Perhaps, that's the essence of their great success!!
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