According to Wikipedia Customer service is a series of activities designed to enhance the level of customer satisfaction that is, the

feeling that a product or service has met the customer expectation. The Customer Service department is responsible for handling, order processing, product and service questions, pricing information, system transfers, and other general inquiries. Like every organization, BK is also highly concerned regarding customer satisfaction, where increase customer satisfaction relates to increase in the productivity of the BK. In order to increase its customer service, the bank has applied and experiment the concept of Total Quality Management and Kaizen

Responsibilities at Customer Service Department at BK

a. Attending Customers At BK, when clients pay visit into the bank, they are first greeted by the front line staff positioned at Customer Service Department and they are asked about their purpose of visit. Then Customer are guided or followed by the staff as per their requirement, after understanding their purpose. For example if they want to open an account, they will be systematically guided by the staff through the selling process.

b. Explaining Products and Services to Clients There are various functions about CSD; Selling function is one of the core functions of CSD, where any tangible products arent sold but banks intangible products that are the banks deposit accounts are explained to the customer. BK has various products and service; each and every

product is explained in general to the customer. If the Customer is convinced, and if they are able to align the product attributes with their requirement then they likely to open a bank account.

c. Managing Clients Information System Another important functions carried out at CSD, is managing customer data base, from clients first account entry to clients account termination. Here at CSD, were had an opportunity to use Pumori Banking Software, where Information of account application was assigned to be processed form into information system, that generate, clients information, including other crucial information such as customers account number to their funds deposited at the banks. This opportunity made me familiar with the banking software.

d.Maintaining Customer Files As operational duty, I had to work for CSD, where I was also assigned to manage the files and Documents relating to customer accounts, for further smooth and efficient functioning, which would benefit overall corresponding departments, for example Cash and gold loan department. After the clients information are kept into the information system of bank, the hard copy data such as signature specimen card and application forms should be efficiently managed, for future reference. At CSD I had to maintain hard copy documents including account application form, check requisition, check inventory, ATM issued registers, and statement registers. These documents where correctly managed with the objective to provide reference in future.

e. Providing Checks and Receiving Checks Requisition At CSD Check requisition form received, which are basically attached to the customer in the account opening form, and after opening an account, and check requisition form is processed to develop customers checks. After processing the check requisition, we provided them checks them within two days of receiving check requisition.

f. Attending telephone calls Attending phone calls of customer and transferring the, call to the respective department was another responsibilities carried out at Customer Service department. So in order words, we had opportunity to learn some receptionist experience too.

g. ATM and Debit Card Issuing and Verifications.

As in terms of Nepalese Market, people are getting much more mesmerized by the ATM (Automated Teller Machine) card culture and people are highly interested having one. At Customer Care Department, there are many opportunities such as to manage the disbursement of ATM and Debit card of Smart Choice Technology (SCT). I had to manage the disbursement through an effective process, first customer gives, ATM /DEBIT card application, then after receiving, we send the applied form to concerned department of Head office, and then ATM/DEBIT card is received to the branch CSD after around two weeks of time.

When customers arrive at CSD to receive their card, verification of the card no, card pin number at first and then the customers signature must be done to ensure the card goes into the safe hands, and when thing goes properly the card is given to the card holder or the right customer. This was basic process explained in short about the ATM/DEBIT card issuing and verification process. 2.4.1Customer Service Department (CSD) Customer Service Department is the most important department in the bank. Thisdepartment is also often called as information desk as customers first contacts to thisdepartment for any type of their queries. Therefore, the image and status of any bank depends upon the effective functioning of this department. Customers are the life b l o o d o f the bank therefore; first priority is to fully satisfy the customers' n e e d s towards bank. Customer Service Department perform variety of activities

such asdealing with customers, answering their queries, issuing application forms for openingnew accounts and ATM, responding to calls, issuing bank statement and transactionstatement, receiving mail and delivering it to the concerned department etc.Generally, when the customers enter into a bank, their first interaction goes with thecustomer service department, hence the department must be prompt and effective ins a t i s f y i n g employed at the customers' needs and queries. The personnel t h i s department should present him/her in such a way that

customers feel they are highly precious and their value immense for the organization which result in building goodrelationship. This department is mainly responsible in assisting customers to explorethe services offered by the bank, explaining the process of receiving services and providing various customers services during and after the purchase of the services.There are several essential activities carried out through this department, some of t h e m w e r e p r a c t i c a l l y o b s e r v e d a n d d o n e d u r i n g t h e i n t e r n s h i p p e r i o d w h i c h a r e presented below: Offering Different Account EBL offer different account to its customers. Delivering the information about thedifferent account to the customers is the main functions of this department. There ared i f f e r e n t a c c o u n t s p r o v i d e d b y E B L , e a c h o f t h e m h a s t h e i r o w n s p e c i a l f e a t u r e s mentioned below:10

Current Deposit Current a\c means accounts of amounts deposited in a banks which may be drawn atany time on demand .Especially business man opens the current accounts which tomake a number of payments everyday. Money from these accounts can be withdrawnas many time as desired by the depositors. There is no limit on the amount of chequein current accounts. The main advantage of current a\c is safe custody of deposit andother facilities to the a\c holders. Under current a\c the bank collect deposit in theform of Nepalese currency. Thus accounts are mostly suitable for trading, businessh o u s e s , i n d u s t r y , s c h o o l , c o l l e g e s e t c . T h e d e p o s i t o r s c a n o p e n t h e a \ c w i t h a minimum balance of Rs500. Current account is a non-interest bearing account. Call Deposit

This account has the features of both saving and current account. This is an account inw h i c h any amount can be deposited and withdrawal in a short time. Interest w a s provided on mutual agreement in this account. It is short term assets provide by the b a n k . Fixed Deposit Fixed deposit means an account of amount deposited in a bank for a fixed period of time. The longer the period, the higher will be the interest rate. Fixed deposit can beopen from 15 days to 60 months. Unfixed Deposit The deposit provides the benefit of yield of a term deposit with the f l e x i b i l i t y t o withdraw up to 90% of amount at any time .The product is suited to people who wantto park their surpluses in fixed deposit and may require at times. Saving Premium The saving premium a\c is a premium account that offers a variety of facilities likefree accidental death insurance of Rs 3 lac, no draft commission up to Rs 1 lac. Oncea month, free debt card and free ABBS. The minimum balance required for SavingPremium Fund Accounts should be Rs. 1 lac.11 EBL offers call a\c to cater to institutions and c o m p a n i e s w h o h a v e t h e requirement of collection of funds.