India Focus Note 74: Relevance of Customer Service Post the Andhra Crisis

Post the Andhra crisis, the question confronting Indian MFIs is not just to manage their way through the present crisis but also on how to survive and thrive in the long term.

Following questions confront Indian MFIs:

1. How to maintain the required yield on portfolio given the interest rate cap and other restrictions?
2. How to ensure that current portfolios remain intact?
3. How to ensure that multiple borrowing does not affect portfolio quality?

This note highlights the role and importance of customer service as an answer to these questions. Moreover, this note gives practical examples on how to listen to clients and more importantly how to integrate and institutionalise the best practices on customer service.

Download document