The banking industry is now required to provide banking facilities to all the eligible citizens and financial inclusion is driven in that direction. Financial literacy is the need of the hour. The competency levels of bankers plays a significant role in spreading financial literacy. This book provides necessary tools for bankers to improve their competency level, not only in spreading financial literacy, but also in all areas of banker-customer relationships. Even though the banker-customer relationship is governed by numerous laws, the bond between the banker and customer is beyond them. The cases and case laws cited in the book provide an insight to the banker-how he should work within the framework of law and, at the same time, not dissatisfy the customer. The banker should be a friend, philosopher and guide to the customer. Deficiency of service is well explained in the book. This will be an eye opener to the banker and help to avoid deficiencies in banking services. The book also contains a chapter on "Guidelines for Customers" which will be helpful in customer education. Increased awareness of the customers leads to demanding better services. Failure to provide the desired level of services or deficiency in the services provided gives way to litigation. Banks spend a lot of time, energy and resources to defend themselves in cases filed by their customers. Hence, it is all the more necessary that banks equip themselves with updated knowledge of their customers'' rights and bankers'' obligations. The book has also covered, in detail decided cases in banking business, product by product. The book is written in a lucid style, which will be understood not only by the bankers and lawyers, but also by the customers.
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