Hello All,
RBI Annual Report Summary with most important points are added to your course along with set of 2 MCQ set of 25 ques each (added earlier)
Path - GA -- Union Budget and Economic Survey folder
RBI Annual Report Summary with most important points are added to your course along with set of 2 MCQ set of 25 ques each (added earlier)
Path - GA -- Union Budget and Economic Survey folder
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Let me put the disclaimer first :this is not about any RBI guideline or policy.
It is merely about my experience of dealing with employees of RBI across multiple offices over many years and some learning…
Few days back, I visited RBI head office to meet a senior RBI Official. After the meeting, I went straight to airport and encountered rather awful experience with the airline staff at two touchpoints. The airline staff didn’t seem to know the process well and their behaviour were inconsistent. Their impoliteness, sarcastic tone, and inconsistent behavior left many passengers disappointed. This stark contrast between the unpleasant airline experience and the immensely pleasant encounters at the RBI prompted me to reflect on the matter.
I have been visiting RBI offices since 2007 and have had the privilege to interact with RBI staff across all levels starting from security guards to lift personnel to peons to junior officers to senior officers (many of them we see in TV/ Media). Regardless of their position, I noticed several characteristics that are consistently displayed by RBI staff:
1. Politeness and warm greetings: Even the security guards welcome visitors with a smile, yet politely refusing unauthorized entry.
2. Humility: In informal conversations, be it with the lift operator or any other staff, their responses are polite, brief, and neutral, reflecting their down-to-earth nature
3. Respect for outsiders and human beings: I have observed how RBI employees address bankers with due respect, often using "Ji" as a mark of deference, regardless of the banker's seniority. (senior or junior officers of RBI would address me “Ratan Ji” over the years often making me feel rather embarrassed)
4. Institutional pride: It is evident that every employee, from the lift operator to the peon and of course officials, recognize the high esteem in which the RBI is held. They carry a sense of pride in being part of an institution that upholds its reputation.
5. Strong adherence to principles and policies: RBI officials listen attentively, express their disagreements and viewpoints firmly, but always conclude meetings professionally, with respectful closing remarks.
6. Exuding confidence and consistency: RBI employees display a remarkable level of confidence and consistency in their interactions. Regardless of the role or desk, different employees provide a rather similar experience, showcasing a well-aligned approach.
Over the years, I have noticed a continuous improvement in the experience provided at RBI offices. Each interaction has left me feeling enriched and inspired to become a better person. There must be a secret recipe that fosters this consistent improvement. While RBI may not directly deal with end customers like commercial banks do, there are valuable lessons to be learned from RBI, not only in technical banking areas but also in enhancing the softer aspects of staff behavior to deliver superior experiences to customers…
It is merely about my experience of dealing with employees of RBI across multiple offices over many years and some learning…
Few days back, I visited RBI head office to meet a senior RBI Official. After the meeting, I went straight to airport and encountered rather awful experience with the airline staff at two touchpoints. The airline staff didn’t seem to know the process well and their behaviour were inconsistent. Their impoliteness, sarcastic tone, and inconsistent behavior left many passengers disappointed. This stark contrast between the unpleasant airline experience and the immensely pleasant encounters at the RBI prompted me to reflect on the matter.
I have been visiting RBI offices since 2007 and have had the privilege to interact with RBI staff across all levels starting from security guards to lift personnel to peons to junior officers to senior officers (many of them we see in TV/ Media). Regardless of their position, I noticed several characteristics that are consistently displayed by RBI staff:
1. Politeness and warm greetings: Even the security guards welcome visitors with a smile, yet politely refusing unauthorized entry.
2. Humility: In informal conversations, be it with the lift operator or any other staff, their responses are polite, brief, and neutral, reflecting their down-to-earth nature
3. Respect for outsiders and human beings: I have observed how RBI employees address bankers with due respect, often using "Ji" as a mark of deference, regardless of the banker's seniority. (senior or junior officers of RBI would address me “Ratan Ji” over the years often making me feel rather embarrassed)
4. Institutional pride: It is evident that every employee, from the lift operator to the peon and of course officials, recognize the high esteem in which the RBI is held. They carry a sense of pride in being part of an institution that upholds its reputation.
5. Strong adherence to principles and policies: RBI officials listen attentively, express their disagreements and viewpoints firmly, but always conclude meetings professionally, with respectful closing remarks.
6. Exuding confidence and consistency: RBI employees display a remarkable level of confidence and consistency in their interactions. Regardless of the role or desk, different employees provide a rather similar experience, showcasing a well-aligned approach.
Over the years, I have noticed a continuous improvement in the experience provided at RBI offices. Each interaction has left me feeling enriched and inspired to become a better person. There must be a secret recipe that fosters this consistent improvement. While RBI may not directly deal with end customers like commercial banks do, there are valuable lessons to be learned from RBI, not only in technical banking areas but also in enhancing the softer aspects of staff behavior to deliver superior experiences to customers…
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