A STUDY ON CUSTOMER SERVICE DEPARTMENT OF

NEPAL SBI BANK LIMITED BIRGUNJ BRANCH , PARSA

by

Khushboo Kumari

T.U Reg. 7-2-15-33-2018

Exam Roll No. 21823/018

An Internship Report Submitted To

Faculty Of Management, Tribhuvan University in partial

Fulfillment Of the Requirement For The Degree Of

Bachelor Of Business Administration

at the

Thakur Ram Multiple Campus

Tribhuvan University

Birgunj, Nepal

August, 2023
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Approval sheet

Recommendation/Approval letter

This is to certify the Internship Report

Submitted By:

Khushboo Kumari

CUSTOMER SERVICE DEPARTMENT OF NEPAL SBI BANK

LIMITED

We certify that we have read this document and in my opinion, it is satisfactory in scope and quality
area as an internship report in partial fulfillment for the undergraduate course ,
Bachelor of Business Administration (BBA) held at Thakur Ram Multiple campus, Tribhuvan
University.

…………………………. ……………………..

Dr. Baidyanath Pd. Yadav Sushil Bhattarai

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Supervisor BBA Program Director

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Internship letter
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ACKNOWLEDGEMENT

This Internship report entitled “A Study On Customer Service Department Of Nepal SBI
Bank Ltd.” has been prepared in partial fulfillment for the degree of Bachelor in Business
Administration (BBA) under the course designed by the Faculty of Management, TU.

It is my pleasure to prepare this report for my Internship report work. However, the
preparation of this report would not have been possible without the kind support and help of
many individuals.

First and foremost, I would like to express my sincere gratitude to Dr. Baidyanath Prasad
Yadav supervisor of the Internship report for giving me a good guideline and help throughout
the preparation of the report. Similarly, I would also like to extend my thanks to college
administration and the teachers who provided me help and guidelines regarding my report.

I am grateful to the management of Nepal SBI Bank [Link] allowing me to do this project in
their estimated organization and for the help and cooperation they have shown at every step
of my work.

Finally, I would like to thanks my family, friends and all those people who have directly and indirectly
guided me for writing this report.

…………………..

Thank you! Khushboo Kumari

TABLE OF CONTENT
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Title Page ………………………………………………………………….i

Approval page/ Recommendation letter……………………………………ii

Internship Completion Letter………………………………………………iii Acknowledgements

………………………………………………………..iv

Table of Contents…………………………………………………………..v

List of tables ……………………………………………………………….vii

List of figures ………………………………………………………………viii

Abbreviations ……………………………………………………………….ix

Chapter-I Introduction

1.1 Background of the study............................................................................................................................1

1.2 Objectives of the study..............................................................................................................................1

1.3 Methodolology of the study.......................................................................................................................2

1.3.1 Organization Selection.............................................................................................................................2

1.3.2 Placement..........................................................................................................................................2

1.3.3 Duration............................................................................................................................................3

1.3.4 Activities...........................................................................................................................................3

1.4 Limitation of the Study..............................................................................................................................4

Chapter-II Brief introduction of the industry .........................................................................

2.1 Background of Banking Industry................................................................................................................5

2.2 Present Situation of Banking Industry........................................................................................................5

2.3 Challenges and Opportunity Faced by commercial Bank...........................................................................6

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Chapter-III Brief Introduction of the Agricultural

Development Bank .........................................................................................................................................

3.1 Background of Agricultural Development Bank........................................................................................7

3.2 present Situation of Agricultural Development Bank................................................................................8

3.3 Opportunity and Challenges of Agricultural Development Bank..............................................................8

Chapter-IV Analysis of activities done/ problem solved ..................................................

4.1 Introduction of Customer Service Department..........................................................................................9

4.2 Role of Intern ……………………………………………………………1

4.3 Problem Identified and Solved ………………………………………….16

Chapter-V Conclusion ( Lesson Learnt)

5.1 Conclusion ………………………………………………………………18

5.2 Lesson Learnt ……………………………………………………………19

References/ Bibliography

List of Tables

Tables Page Number

2.1 : Number of financial institution in Nepal ………………………..5

6
2.2: Situation of deposit and credit …………………………...............
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List of Figures
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Abbreviations
ADBL: Agricultural Development Bank Limited
CSD : Costumers Service Department
BBA: Bachelor of Business Administration
ECC: Electronic Check Clearance
KYC: Know Your Customer
NRB: Nepal Rastra Bank
A/c: Account
CEO: Chief Executive Officer
DGM: Deputy General Manager
SWIFT : Society for Worldwide Interbank Financial Telecommunication
Rs. : Rupees
NRs: Nepali Rupees
FY: Fiscal Year
IPO: Initial Public Offering
ATM: Automated Teller Machine
ROs: Regional Office
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Chapter-I Introduction

1.1 Background of the study

An internship report of ADBL Kalaiya Branch has been prepared for the partial fulfillment
for requirement of the Degree of Bachelor of Business Administration under faculty of
management of Tribhuvan University.

During the internship period, an individual learn what type of tasks are conducted, how the
problems are solved, how the decisions are made by analyzing different alternatives,
behavioral aspects like how to interact with other staffs working in an organization and others
outside the organizations as well the visitors visiting the organizations.

Customer Service Department is one of the important departments of the bank. Customers
are first encounter with Customer Service Department when they enter into bank. The
personnel in the CSD should be cheerful, friendly and must be able to handle each and every
type of queries of customer. Probably, there is a saying “First impression is the Last
impression”. If the personnel in the CSD does not respond the customer positively then it will
create negative impact towards the organization.

Internship helps to eliminate the differences between theoretical knowledge and practical
knowledge. Internship not only makes the student well known about the job, it also builds the
managerial traits on the students. Internship also plays a vital role in boosting the confidence
level of students.

This internship helped internee to utilize the theoretical knowledge acquired in real field
while working as an internee in ADBL.

1.2 Objectives of the study

The major objective of this internship program was to gain practical exposure of real life
work environment. Its aim was to accumulate learning as well as working experience. The
main objective of report, therefore is to explain the major facts learnt during the internship
period. At the same time it intends to highlight the problems and provide recommendations
for solving the problems faced by interns as well as the concerned departments’ staffs of the
bank. The basic objective of the study is to examine the CSD and Credit department. The
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study also focuses in gaining knowledge related to the banking activities along with CSD and
also to fulfill the partial requirement of BBA program. The major objectives are:

• To obtain BBA degree for current Scholar

• To know relevant matters for new comer scholars
• To examine the CSD department

1.3 Methodolology of the study

This report is based mainly on observation of intern during the internship period. The study is
based on both primary and secondary data collection methods. The required information for
the study was taken mainly from the personal interview i.e. formal and informal, website of
Nepal SBI , Annual reports and other published sources. Most of the data required for this
report were collected from the annual report of Nepal SBI. Apart from this, helpful
information was collected from online sources.

1.3.1. Organization Selection

Selection of organization for internship program is always a crucial task. Being a
student of BBA, internee had to select a financial institution which could help to
broaden the knowledge about the banking, business and financial sectors. So internee
decided to choose Nepal SBI for the internship. Internee thought that it would give an
opportunity to realize theoretical knowledge into practical field.
In order to approach, the requirements were the recommendation letter from the
college and curriculum vitae. After screening CV by the Nepal SBI, Internee was
selected and placed in Birgunj branch from 13/04/2023.

1.3.2. Placement

On 13/04/2023 intern was placed in SBI Birgunj Branch to start the internship. There
the intern met the Operation In charge (OI) of the branch and as per his requirement
intern was placed in Customer Service Department (CSD) under the supervision of
CSD head Mr. Nipu Gupta . Intern was required to handle all the activities of the
department under the guidance and supervision of CSD head. The intern was kept in
CSD for whole duration of the internship. In this department, intern got an
opportunity to deal with the customer in real environment. Intern learnt to open their
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account, check their balance, issuing cheques and their banking transactions statement
and other activities related to its department. In addition, the other staffs were equally
cooperative and helped to learn the activities of the department.

1.3.3. Duration

As per the requirement of the Tribhuvan University’s BBA Curriculum, an internee

has to complete eight weeks’ internship period in the work place but my internship
period was three month. The duration of internship started from 13/04/2023 and
ended in 28/ 06/2023. During this period, the internee came to learn about the
working environment, working procedure and culture of the organization. Internee’s
working time was from 10:00 AM to 5:00 PM except Friday. On Friday it was from
10:00 AM to 2:00 PM.

1.3.4. Activities
During the internship, Intern got the opportunity to perform different activities of the
department. The first 2-3 days intern spent gaining information from the staffs of
branch, and then after knowing that, intern spent in the information counter where
intern had serve the customers with various information. The major task in customer
service department was to cope with the customers that come with variety of
problems and queries. Intern was supposed to provide general banking information
like opening new account procedure, requirements, filing of various forms and help
them to fill up the different vouchers and forms.

Since the limited access was given by the bank, intern was not given to operate the
system. So, mostly intern got the time to do clerical works like issuing checkbooks,
sorting files and checking debit cards. However intern got an opportunity to learn
many things by interacting with the customers and staffs too. The following were the
works performed in SBI Bank during internship:-

• Filling of account opening form, cheque books, and other necessary documents

• Updating new account and Know Your Customer (KYC) document in Web Based
Data Management System (WDMS)
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• Handling telephone calls

• Handling customer’s queries

• Opening and closing of accounts

• Entering the records in register

• Distributing the cheque books and the Debit cards

• Issuing of new cheques books to customer

• Balance inquiry and bank statement dispatching

• Providing and filling up Application Supported by Blocked Amount (ASBA) and

Centralized Application Supported by Bank Account (CASBA) registration form

• Filling different types of forms.

1.4 Limitation of the Study

In spite of the support provided by the bank and the staff during the internship period to make
the work environment conductive, the internee had to face various difficulties during the
internship period. The level of warmth and support shown by the bank employees was
overwhelming. However, due to various unavoidable constrains, the report could not do
complete justice to study and the few of the limitation faced during internship period are
listed below:

• The research study is conducted in a limited sphere of time.

• This report cannot be generalized to entire banking industry.
• The bank’s policy on keeping some matters confidential prevented from analyzing
different activities.
• Most of the information is collected through personal experience and observation; the
overall information may not be presented.

• The bank’s staffs were highly occupied by their work so they had very little time for
the internee.
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Chapter-II Brief introduction of the industry

2.1 Background of Banking Industry

The word bank is derived from the Italian word “Banco” signifying a bench, which was
erected in the market place, where it was customary to exchange money. Bank is an
organization whose principal operations are concerned with the accumulation of the
temporarily idle money of the public for advancing to others for expenditure. A bank is a
financial institution or intermediaries that accepts funds as deposit under different types of
deposit accounts from surplus units and lends or advances loan at certain rate of interest and
certain time to maturity to deficit units. According to BAFIA, 2073, bank is a corporate body
incorporated to carry on financial transactions as referred by law.

2.2 Present Situation of Banking Industry

The present situation of banking industry in Nepal is related to number of A, B, C, and D

class financial institutions as well as Infrastructure Development Bank in Nepal, The present
situation of banking industry in Nepal is given below:

Table 2.1 : Number of financial institution in Nepal

Bank and Financial Institution Number of BFIs (as on jestha, 2080)

Commercial Banks 21
Development Banks 17
Finance Company 17
MFIs 63
Infrastructure Development Bank 1
Total 119
Source: Nrb

Table 2.2: Situation of deposit and credit Rs. in billion

Particulars Amount as on Jestha 2080
Total Deposit 5569
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Total Credit 4858

2.3 Challenges and Opportunity Faced by commercial Bank

The major challenges are as follows :

• Liquidity crisis
• Inflated interest rate
• Decline of deposit
• Danger of real estate collapse
• Political instability

The major opportunities are as follows :

• Control and regulate money management and stability.

• Develop agriculture and backward areas.
• Exchange and control foreign currencies.

• Develop the habit of saving in public.

• Balance economic development as a whole.
• Create employment and skilled entrepreneurship.
• Develop industry and commerce.
• Achieve economic development.

Chapter-III Brief Introduction of the Nepal SBI Bank

3.1 Background of Nepal SBI Bank

Nepal SBI Bank Ltd. (NSBL) is a subsidiary of State Bank of India (SBI) having 55 percent
of ownership. The local partner viz. Employee Provident Fund holds 15% equity and General
Public 30%. In terms of the Technical Services Agreement between SBI and the NSBL, the
former provides management support to the bank through its expatriate officers including
Managing Director who is also the CEO of the Bank. Central Management Committee
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(CENMAC), consisting of the Managing Director & CEO, Dy. CEO & Chief Financial
Officer, Chief Operating Officer and two Vertical Heads as decided by Managing Director of
the Bank, exercises overall control functions with the help of controlling offices, and oversee
the overall operations of the Bank.

NSBL was established in July 1993 and has emerged as one of the leading banks of Nepal,
with 923 skilled and dedicated Nepalese employees(as on Ashadh end 2080) working in a
total of 135 outlets that include 94 full-fledged branches, 22 extension counters, 7 Province
offices, 11 Branchless Banking Outlets and Corporate Office . With presence in 51 districts in
Nepal, the Bank is providing value added services to its customers through its wide network
of 123 ATMs, internet banking, mobile wallet, SMS banking, IRCTC Ticket Online Booking
facility, etc. NSBL is one of the fastest growing Commercial Banks of Nepal with more than
1.30 million satisfied deposit customers and over 1 million ATM/Debit cardholders. The
Bank enjoys leading position in the country in terms of penetration of technology products,
viz. Mobile Banking, Internet Banking and Card Services. The Bank is moving ahead in the
Nepalese Banking Industry with significant growth in Net Profit with very nominal NPA. As
of 31st Ashad, 2080, the Bank has deposits of Rs. 150.72 billion and advances (including
staff loan) of Rs. 125.53 billion, besides investment portfolio (including investment on
subsidiary) of Rs. 34.14 billion. State Bank of India (SBI), with a more than 217 year
history, is the largest commercial Bank in India in terms of assets, deposits, profits, branches,
customers and employees. The Government of India is the majority stakeholder and has
controlling stake in SBI, a “Fortune 500” entity. Our parent State Bank of India has an
extensive network, with over 22,000 branches in India and 229 foreign offices in
31 countries across the world.

Nepal SBI Bank has also established its wholly owned merchant banking subsidiary viz:
Nepal SBI Merchant Banking Ltd. in the year 2016

Vision: To be a Mass- based Complete Bank serving from Urban to Rural

Mission: To deliver comprehensive banking solution strengthening its extensive network

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3.3 Opportunity and Challenges of Nepal SBI Bank

The major opportunities of SBI Bank are as follows:

• Improving socio-economic scenario of the local public.

• Rate of increasing consumer loan demands.
• Improving banking technology and services.
• Favorable customer attitude.
• Opportunity for the expansion through e-commerce development

The major challenges of SBI bank are as follows:

• Discouraging nation’s political scenario/political instability.

• Intense competition due to increasing number of banks and financial
institutions.

• Changes in the banking technology.

• Decrease of share price in the market.

Chapter-IV Analysis of activities done/ problem solved

4.1 Introduction of Customer Service Department

Customer Service Department is considered as the most important department in a bank. This
department is also called as help or information desk as customer’s first contacts in this
department for their queries. Therefore, the image and status of bank depends upon the
effective functioning of this department. CSD deals with customers; answering their queries,
marketing of various bank products, opening new account and responding to telephone calls,
providing information about money transfer, providing balance certificate, issuing bank
statement, accepting cheque book request, developing and issuing cheque book as per
customer request, closing existing account and many more.

The image and reputation of the bank depends upon the effective functioning of this
department, customers should be handled efficiently as it is said “First impression is the Last
impression”. The personnel deployed at this department should present him/her in such a way
that customer feel they are highly precious and their value immense for the organization
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which result in building good relationship. The department is mainly responsible for assisting
customers to explore the services being offered by the bank, explaining the process of
receiving services and providing various customers services during and after the purchase of
the services. Although each and every department is involved in providing specific services
to customers according to the nature of work carried by them, however operation department
is involved in providing customers with the surface level assistance which is the basic
function of the department. The major objectives of CSD are disseminating information,
listening and handling customer’s grievances, building good customer relationship.

Objectives of the CSD

• Build long term relationship with customer.

• Contacting potential customers to learn their banking needs and explain bank services.
• Listening and handling customers' grievances and sincerely reply the customer
queries.
• Motivate customer to take bank and products.

4.2 Role of Intern

Customer service department is the front desk of any organization as it deals with

Customers directly. It handles queries and complaints with customers. The staffs and

Customers are in direct contact. This department is the basis of customer loyalty as it

directly serves the customers. The image and reputation of the organization largely depend

upon this department. The roles and responsibilities are as discussed below.:

4.2.1 Activities Performed, Roles and Responsibilities

Activities performed in this department are as follows. The intern was assigned to assist the
CSD staff in the process of account operation. The following are the activities performed in
CSD.
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1. Account Opening

Any types of account whether savings or current, corporate or individual or joint account are
opened. For opening different types of account different types of document are needed which
customer has to submit. In ADBL, for opening personal account, account opening form is
provided to customer which he or she has to fill him/ herself, if s/he is uneducated CSD
member assist them to fill the forms.

Account Opening Procedures

The procedure for account opening is as follows.

a. Any interested customers who wish to open an account in ADBL are inquired about the
type of account he/she wants open, then customer are provided with account opening form
and are requested to fill up account opening form and attached all required documents.
Documents required are:

1. For personal accounts:

• Citizenship certificate of account holder

• Nominee citizenship or birth certificate (in case of minor nominee)

• Two passport size photos of account holder and one of nominee

For company accounts:

• Certificate of incorporation

• Memorandum of Association (MOA) and Articles of Association (AOA) • Minute

• Tax registration certificate (PAN)

• Citizenship certificates of all signatories

• Tax clearance document

For Demat Account:

• Personal account of an individual

• One passport size photo along with citizenship

• Nominee citizenship or birth certificate (in case of minor) if nominee is to be added

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• Rs 200 if the account type is not Gen-N

The procedures of Demat account opening in the system are as follows

a. Collect the properly filled up form with necessary documents.

b. Open ADBL online branch demat site and enter your ID and password

c. Fill up necessary details in their respective sections and click on ‘Save’.

d. Lastly, check all the information if necessary do correction and click on ‘Verify’.

Roles and Responsibilities:

• While opening account one should bring original citizenship along with supporting
document like voting card, pan card, passport and one passport size photo also.

• To inform that Customer has to deposit minimum of rupees five hundred if s/he want
other services like debit card service, mobile banking service etc.

• In account opening form one should do same signature in every pages and in term
and condition which s/he has done specimen signature. So, checking signature in
every page was my responsibility.

• After filling the form by customer, passing the form to CSD staff and views the form
and enters it in the CBS(T24) and form is forwarded to manager or OI for approval.
Then the account would be opened within a day or on vary next day.

• To inform customer that, account number will be messaged in the registered mobile
of customer.

• Tell them to collect cheque by tomorrow and ATM after one week when the message
is delivered.

For opening corporate account,

• Company registration document is necessary. Along with company registration

document, minute related to opening of account,

• Memorandum of association, articles of association,

• Citizenship and photos of all the members who have ownership title is needed.
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• Corporate account opening process document differs from type of company that it is.

2. Sole Transfer

Sole transfer is the activity in which account holder transfer its account from one branch to
another branch that is nearest to him or her for easy operation. For transferring sole of
account, account holder has to submit the application to respective branch in which it wants
to transfer its account by mentioning the reason of transferring sole and branch staff forward
application to respective branch to start the process of transfer.

Roles and Responsibilities:

• To inform about the transfer ship procedure

• To suggest location

• Receiving application

• Asking them for reason of changing location

3. Account Closing

Account closing is another activity of CSD. For closing account, account holder have to fill
account closing form along with application by requesting for closing all the services that
s/he is using. S/he has to return back the cheque book and debit card to bank. After
application is received by the bank, bank issues circular to its all department asking does
accountholder has any liability towards banks and not to perform any activities from that
account from vary day. On receiving no objection from all department account closing
process starts and branch request CPC to close the account.

Roles and Responsibility:

• Asking them the reason for closing account

• Convincing them Why not to close account.

• Providing necessary form

• Checking the filled up form

• If the account is dormant, make them to fill activation form

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• Receiving the unused cheques and atm cards, if not able to present cheques,
requesting them to write an application

4. Handling Customer Queries and Calls

Customers are the main target of any firm. Success of any firm depends upon how they
handle their customer queries. Customers of different age, sex, perception and from different
background visit the bank. All customers cannot be treated as one so handling customer is
major function of CSD staff. Sometime mystery customer also visits the bank and asks
different queries like of general customer for evaluating the staff performance and branch
performance. Mystery customer cannot be identified by the CSD staff as bank select one
customer or its staff and tell him/her to ask different queries. Likewise handing calls is
another important task of CSD staff. Handling calls is the activities of receiving and calling
customers via telephone and transferring phone calls to the respected departments. Handling
telephone calls is to be performed by the staff of customer service department in a polite,
respectful manner and tactfully. Customer may inquiry for balance and other queries.

Roles and Responsinilities

• Answering the phone calls and providing information

• Transferring calls to concerned department

• Dialing customer and informing them to receive the cheque books, atm and ebanking
passwords

• Providing information about the queries

5. Documentation and Record Keeping of the Document

Documentation and record keeping of different forms is another task at CSD. Documentation
of different forms like statement request forms, debit card request forms, cheques request
form etc is the task at CSD. Likewise record keeping of delivered debit card, cheque books,
withdrawal slip, locker visitor and record keeping of outgoing items is another task.
Documentation and record keeping should be done carefully as one mistake on this can create
a problem as there is no back up record for this. Outgoing register should be maintained
carefully as it has all record of sent items and it works as proof of send if concerned person
doesn't receive goods.

Roles and Responsibility:

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• Recording the document as per the order

• Providing the document when asked

5. Issuing and Delivering Cheque Books, Debit Card / Credit card

Cheques are issued after the request of customer. For issuing cheque T24 and micr web is
used. Cheques are split through T24 by using different command like isia, ichb. And in micr
there are two part checker and maker, checker checks the cheques if it is issued rightly or not
and sends it to maker and maker prints the print. While printing cheques if mistake is done
then that cheques should be destroyed. Printed cheques are then binding and entered in
cheques book register.

Roles and Responsibilities:

• While delivering cheque book account holder should be presented, incase if account
holder cant present in such case identification document is kept of person referred by
account holder and signature of receiver is kept in cheque requisition and in cheque
book register and delivered date is also written in cheque book register.

• Debit card are issued on request of account holder by taking certain charges as per
bank rule. Cards are sending by card division to respective branch from where it has
been requested.

• With debit card customer are informed how OTP is generated and used.

Balance Inquiry and Bank Statement Dispatching

Customer visit bank for inquiring the balance in his/ her account or in the account of person
who have issued the cheque so, that s/he can make confirmation of sufficient balance
availability for presenting the cheque.

Roles and Responsibility:

• While telling the balance of account holder also CSD staff makes confirmation is
that real account holder or not by checking signature, asking contact number, family
details etc.

• Account holder sometime requires bank statement also which is issued by the CSD
staff. The bank statement is provided of last six months only as per the rule of bank.
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If customer wants statement of more than six month per page ten rupees is charged
during the period of my internship.

Providing Different Forms and Information Along with Filling up the Forms Expect

account opening form different types of forms are provided to the customer.

Roles and Responsibilities:

• CASBA form is provided for customer for CRN registration and ASBA form is
provided to customer for filling up initial public offering, right shares, mutual fund
and other types of shares.

• Providing Demat and Meroshare form to one who wants Demat and Meroshare
account.

• Internet banking forms, ADBL Smart forms, debit card, reissuance of pin, signature
card and form for signature change, locker opening forms, account activation from,
Know Your Customer (KYC) forms etc are provided through CSD. If person do not
know how to fill form CSD staff assists to fill the form.

4.3 Problem Identified and Solved

The problems that were identified by internee during the internship period of three months
are:

• The CSD department is understaffed. Too much responsibility lies on the

single person who faces a lot of problems during high traffic hours at the
bank.

• The customers frequently complain about the slow performance of the

organization staff and their irregular presence in bank. Staffs take leave
frequently that affect in the reputation of the organization.

• There was lack of adequate follows up with customer regarding distribution

of bonus share and dividend.

• Frequent system crash was a major problem in ADB

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The problems solved by internee during internship are:

• Internee work as a helping hand on CSD by receiving phone, filling up the

vouchers, opening accounts by helping customers in filling form, answering
the queries of customers at the traffic hours.
• Internee helped customers by providing their bonus share and dividend with
the help of shareholders number.
• Internee review all the cheque and voucher filled by customers and inform
customer if anything has been missing on cheque. The returned cheques from
the concerned organization were handed to customers by calling them.
• Internee record several type of guarantee while performing in credit
department in computer.

Chapter-V Conclusion ( Lesson Learnt)

5.1 Conclusion

Nepal SBI being forward in banking technology and has been contributing in the economic
development of the country. It has been trying to provide value added services to its
customers and to add a milestone in Nepalese banking industry.

Internship plays an important role in matching the knowledge gained from theoretical
perspective of education with the practical exposure at workplace. It also provides an
opportunity to learn about the activities of the bank and its corporate culture. Within a short
span of time an internee like me learned so many things like dedication, commitment to meet
targets, interpersonal and communication skills etc, which will certainly help in coming days.

Nepal SBI is focused on serving the agricultural needs of the rural as well as urban peoples
by providing various financial products and services to uplift the agricultural sector. To meet
this objective, ADBL has been aggressively expanding its branches throughout the nation.
Nepal SBI, Prithivi chowk, aims at maintaining cordial and lifelong relationship with its
 17

customers through responsive customer service department. The CSD is very much
responsive to satisfy the financial needs of its valued customer. It provides three types of core
account services videlicet: saving accounts, current accounts and fixed deposit account. The
CSD of Nepal SBI offers other additional services like printing monthly account statements,
printing check books, and handling customer queries. The Bank guarantee department also
provides different services that it provides guarantee to the beneficiary on the behalf of
customers.

The customer service department of Agricultural Development Bank deals with the customers
which are the most valuable assets to the bank. Nepal SBI is constantly attempting to provide
better or quality financial services to its valued customers by providing unique, customized
and personalized products. The main aim of CSD is to provide comfortable and friendly
environment to its customers that ultimately adds up to its goodwill in the long run.

5.2 Lesson Learnt

Involving as an intern at Nepal SBI was truly an amazing experience. During internship
intern got a great opportunity to learn about so many things that have practical implication in
internee career. The term of two-month internship, paved the way to learn new and specific
things about the institution. The learning and knowledge were based away work was done
and observed. During the internship at Nepal SBI, many aspects of banking services were
understood. The process and functioning of customer service department was understood.

• Internee learned about the opening a/c, opening fixed deposit, required
document to open different account.
• It was learnt that the behavioral issue is most important inside the
organization.
• As the customer service department is the first point of contact of the
financial institution, the person at the front desk should be able to handle
different queries of the customers.
• The way of dealing with different types of customer with heterogeneous
needs and desires.
• Know the importance of relationship marketing for the promotion of the
organization.
• The importance of regularity towards work, duties and punctuality to satisfy
customers.
 18

• All the departments are interlinked. Inefficiency of one department affects the
other departments and eventually the whole organization.
• The benefit of the good coordination with other member which helps to
minimize chances of fault and mistakes.
• The practice of friendly working environment that result in goal achievement.
 References/ Bibliography

Niraula and Mahara. (2079). Nepal SBI Book, Raman Publication and Distributors.

Peter. S. (1999). Commercial Bank Management, McGraw-Hill

Manandhar, K.D. & Pokhrel, S.B. (2009). Marketing Financial [Link]: Asmita
Books Publishers & Distributors (P) Ltd.

Singh, H.B. (2007). Banking and Insurance (Revised fourth edition). Kathmandu: Asmita
Publication.

Singh, H.B. (2009). Banking and Insurance (Reused and update). Kathmandu: Asmita
Publication.

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