“CONTACT ME FOR ANY HELP”

Mr. Vivek Rege, Chief Manager, SBI, Mulund (W) branch, Mumbai, proved to be a pleasant helping hand today, when he received a call for enquiry, though the matter didn’t pertain to his branch.

It all happened when an S.O.S was received by us, from an officer of Bank of India, seeking help in case of a cheque for Rs. 3 lacs, collected by one of our branches, where the drawer of the cheque, being a customer of BOI, has alleged that the payment has not reached the payee.

Repeated calls to our branches and attended by some staff didn’t help. It appeared that all the efforts would go a waste and that we would fail in extending any help to a fellow officer of BOI, who was already undergoing tension in the matter and was passing sleepless nights.

Fortunately, the lady who picked up the phone at Mulund(w) branch today, decided to connect the call to Mr. Rege, who initially, with the available information, confirmed that the account was not with them. In the same breath and in a pleasant and polite tone he said, “If you need any help you can contact me”. Those magic words were like a light at the end of the tunnel that gave hope and the feeling that solution was at hand.

In a few minutes, later, after getting additional information in the matter, when Mr. Rege was contacted, he verified the particulars on CBS and contacted the branch where the account was maintained, spoke to the BM, got the necessary particulars and instead of transferring the call as is done normally, he went ahead to provide all the details needed, himself, going from one screen to another on his terminal, throughout depicting a lot of patience and calm, combined with true professionalism. Indeed it was a joy to talk to Mr. Rege.

It is not common to have staff members, who can empathize with the problems of others and help to the maximum extent possible, without getting irritated at the repeated calls, despite going through a hectic schedule themselves.

Thank you, Mr. Rege. It is only Citizens like you in SBI who give the glow to its Brand Name.

Contributed By Ms. Harina, Faculty, SBLC, Indore