8/2/2019 SBI Service Marketing

1/5

E`~|inxm~ei`

^oh i|efe` ig ~oh ]~d~h Ld`b ig E`ned fih} ldmb ~i ~oh ge|}~ nhmdnh ig

~oh `e`h~hh`~o mh`~x|u ve~o ~oh h}~dlce}oah`~ ig ~oh Ld`b ig Mdcmx~~d e`

Mdcmx~~d i` < Kx`h 4?:7. ^o|hh uhd|} cd~h| ~oh ld`b |hmhewhn e~} mod|~h|

d`n vd} |h!nh}ef`hn d} ~oh Ld`b ig Lh`fdc /< Kd`xd|u 4?:5%. D x`etxh

e`}~e~x~ei`# e~ vd} ~oh ge|}~ kie`~!}~imb ld`b ig L|e~e}o E`ned }zi`}i|hn lu

~oh Fiwh|`ah`~ ig Lh`fdc. ^oh Ld`b ig Lialdu /48 Dz|ec 4?>:% d`n ~oh

Ld`b ig Adn|d} /4 Kxcu 4?>=% giccivhn ~oh Ld`b ig Lh`fdc. ^oh}h ~o|hhld`b} |hade`hn d~ ~oh dzh ig ainh|` ld`be`f e` E`ned ~ecc ~ohe|

dadcfdad~ei` d} ~oh Eazh|edc Ld`b ig E`ned i`

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Z|inxm~} ig ]LE

Zh|}i`dc Ld`be`f ZH\]I@DC GE@D@MH

Nhzi}e~ ]mohah} Oix}e`f Cid`

Zh|}i`dc Ge`d`mh Z|izh|~u Cid`

]LE Md| Cid` ]mohah Md| Cid`

Md|n} Hnxmd~ei`dc Cid`

]h|wemh} Cid` ~i Zh`}ei`h|} Zh|}i`dc Cid`

Z|iai~ei` Ae ig ]LE

8/2/2019 SBI Service Marketing

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Dnwh|~e}hah`~ md` lh ni`h ~o|ixfo ~oh ~hchmd}~ ahned# l|idnmd}~ ahned d`n z|e`~

ahned. E`}x|d`mh miazd`eh} odwh lhh` adbe f iz~eadc x}h ig dcc ~oh ~o|hh be`n}.

X}h ig Vi|cn Venh Vhl# d} ahned e} dcai}~ `hfcefelch d`n vecc `i~ lh wh|u g|htxh`~

e` ~oh `hd| gx~x|h mi`}enh|e`f ~oh gdm~ ~od~ ~oh adki|e~u ig mx}~iah| ld}h ig ~oh}hmiazd`eh} e} `i~ uh~ hzi}hn ~i ~oh E`~h|`h~. ^oh ~hchmd}~ ahned od} lhh` ~oh ai}~

hgghm~ewh ig dcc e` md}h ig ~oh Ld`be`f }hm~i|. Ai}~ ig ~oh miazd eh} odwh ~ohe|

}hzd|d~h dnwh|~e}e f }hm~ei` ~i ~dbh md|h ig ~oe} d}zhm~. D` eazi|~d`~ mi`}enh|d~ei`

voech adbe`f ~oh nhme}ei` d} ~i ~oh }hchm~ei` ig ~oh ahned e} lxnfh~d|u mi`}~|de`~.

]e`mh ~oh e`}x|d`mh miazd`eh} vi|b i` d cd|fh }mdch# x}xdccu ~oe} mi`}~|de`~ nih} `i~

}~d`n d} d` il}~dmch.

Zxlceme~u

E~ e} d nhwemh ~i z|iai~h lx}e`h}} ve~oix~ adbe`f d`u zduah`~ d`n ~oh|hgi|h e~ mixcn

lh dc}i mdcchn d} x`zden gi|a ig zh|}xd}ewh miaax`emd~ei` lhd|e`f d oefo |d~h ig

}h`}e~ewe~u. Nhwhcize`f |dzzi|~ ve~o ~oh ahned e} d` eazi|~d`~ d}zhm~ ig zxlceme~u.^oe} adbh} e~ h}}h`~edc ~od~ ~oh Z|ild~ei`d|u iggemh|} vi|be`f e` ~oh ld`be`f

i|fd`e{d~ei`} ade`~de` mi`~dm~} ve~o ~oh ahned zh|}i``hc# i|fd`e{h z|h}} mi`gh|h`mh#

d`n iggh| }adcc feg~} d`n aiah`~i ~i ~oha. ^oh}h ndu} CFN ad|bh~e`f e} fde`e`f

zizxcd|e~u ~oh vi|cn iwh|. E~ dc}i md` lh dzzcemdlch oh|h. D~ ~oh dzh d`n |hfei`dc

chwhc}# ~oh Z\I} lhd| ~oh |h}zi`}elece~u ig z|ikhm~e`f zi}e~ewh eadfh ig ~oh

i|fd`e{d~ei`. ^ox} e~ e} `hmh}}d|u ~i }hchm~ }xe~dlch zh|}i``hc gi| ~oe}. ^ohu }oixcn

lh e` zd|~emxcd| ~dxfo~ ~i nhdc ve~o zhizch# }eazch ~oe`f} cebh ~dcbe`f# f|hh~e`f h~m.

^hchad|bh~e`f

Ve~o ~oh nhwhcizah`~ ig }d~hcce~h miaax`emd~ei` gdmece~eh} d`n ve~o ~oh hzd`}ei` ig

~oh ~hchwe}ei` `h~vi|b# vh ge`n ~hchad|bh~e`f fde e`f zizxcd|e~u ~oh vi|cn iwh|. ^oh

Ld`be`f i|fd`e{d~ei`} e` fh`h|dc `hhn ~i z|iai~h ~hchad|bh~e`f. ^oh gi|hef`

ld`be`f miazd`eh} odwh lhh` d}}ef`e`f nxh vhefo~dfh ~i ~oe} d`n e` E`ned ~oe} e}

lhfe``e`f ~i fde` eazi|~d`mh ve~o ~oh dnwh`~ ig miazh~e~ei` e` ~oe} }hm~i|. ^oh

~hchad|bh~h| e} }xzzi}hn ~i lh vhcc dvd|h ig ~oh ~hchzoi`em minh }i ~od~ ~oh ~d}b ig

}d~e}gue`f ~oh mx}~iah|})~ohe| txh|eh} vecc `i~ mi`}xah axmo ig ~eah.

Vi|cn Venh Vhl

E` ld`be`f d} vhcc d} e`}x|d`mh# ai|h d`n ai|h eazi|~d`mh e} lhe`f fewh` ~i i`ce`h

mi`~dm~ gdmece~eh} voh|hlu miazcde`~})miaah`~} mixcn lh }h`~ ~o|ixfo d` hadec.Hadec e} gd}~h}~ v|e~~h` ainh ig miaax`emd~ei` d`n }e`mh e~ od} lhh` |hmif`e{hn

chfdccu# e~} x}h ~i mchd| nixl~} od} lhh` e` gxcc }ve`f

Z\EMH AE_

^oh z|emh ae nhme}ei`} d|h;

Adbe`f ~oh vdu} gi| adeae{e`f z|ige~. Civ e`~h|h}~ |d~h}. Gx|~oh|# vh mod|fh e`~h|h}~ i` d ndecu |hnxme`f ldcd`mh

@i oennh` mi}~} i| dnae`e}~|d~ewh mod|fh}.

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ig nhwhcize`f zh|}i``hc e` ce`h ve~o ~oh nhwhcizah`~ d`n x}h ig e`gi|ad~ei`

~hmo`icifeh}.

^oh g|i`~!ce`h!}~dgg d} vhcc d} ~oh l|d`mo ad`dfh|} d|h |htxe|hn ~i lh fewh` ~oh

~|de`e`f gdmece~eh} }i ~od~ ~ohu e` zi}e~ei` ~i adbh zi}}elch d` hgghm~ewh x}h ig ~oh

~hmo`icifeh}. ^oh e`}x|d`mh i|fd`e{d~ei`} lhd| ~oh |h}zi`}elece~u ig nhwhcize`f ~ohm|hnh`~edc} ig ~ohe| hazciuhh}. E` ~oe} mi`~h~# e~ e} dc}i }ef`egemd`~ ~od~ ~ohu ~oe`b

dlix~ ~oh lhodwei|dc z|igech ig e`}x|d`mh zh|}i``hc. E~ e} zh|~e`h`~ ~od~ ~oh hazciuhh}

d|h vhcc dvd|h ig ~oh lhodwei|dc ad`dfhah`~. ^ohu b`iv ' x`nh|}~d`n ~oh mod`fe`f

chwhc ig hzhm~d~ei`} ig x}h|} ' adbh }e`mh|h hggi|~} ~i gxcgecc ~oh }dah. E` ~oe}

mi`~h~# e~ e} dc}i }ef`egemd`~ ~od~ ~oh }h`ei| hhmx~ewh voech |hm|xe~e`f# ~|de`e`f '

nhwhcize`f ~oh e`}x|d`mh zh|}i``hc adbh e~ }x|h ~od~ hazciuhh} }h|we`f ~oh

i|fd`e{d~ei` odwh d oefo lhodwei|dc z|igech e` voemo hazd~ou od} lhh` fewh` nxh

zcdmh. ^oh z}umoicifemdc d~~|elx~h} lhmiah }ef`egemd`~ ve~o ~oh wehvzie`~ ig

e`gcxh`me`f ~oh z|i}zhm~} i| |h~de`e`f ~oh x}h|}. E~ e} e` ~oe} mi`~h~ ~od~ ~oh e`}x|d`mh

miazd`eh} `hhn d |d~ei`dc zcd` gi| ~oh nhwhcizah`~ ig e`}x|d`mh zh|}i``hc.

ZCDMH

^oh ge|}~ miazi`h`~ ig ~oh ad|bh~e`f ae e} |hcd~hn ~i ~oh zcdmh nhme}ei`} e` voemo

ix| gimx} vixcn lh i` ~oh ~vi eazi|~d`~ gdmh~} ad`dfe`f ~oh Ld`b zh|}i``hc d`n

cimd~e f d l|d`mo. ^oh zxlcem }hm~i| Ld`be`f i|fd`e{d~ei`} odwh }xmmhhn e` li~o ~oh

d|hd}. ^oh hazciuhh# |x|dc md|hh| hazciuhh# ~oh g|i`~!ce`h }~dgg d`n hwh` d adki|e~u ig

~oh l|d`mo ad`dfh|} odwh lhmiah d zd|~u fdz. D`i~oh| eazi|~d`~ neah`}ei` ~i ~oh

Zcdmh Ae e} |hcd~hn ~i ~oh cimd~ei` ig ~oh ld`b l|d`moh}. Voech cimd~e`f l|d`moh}# ~oh

l|d`mo ad`dfh| `hhn} ~i mi`}enh| d `xalh| ig gdm~i|}# }xmo d} }aii~o dmmh}}elece~u#

dwdecdlece~u ig e`g|d}~|xm~x|dc gdmece~eh} d`n ~oh ad`dfhah`~ ig l|d`mo iggemh}.

]~|d~hfeh} ~i iwh|miah ~oh dliwh Fdz

]~d~h Ld`b ig E`ned ge`d`medc }~|xm~x|h# ~oh |h}xc~e`f gefx|h} d|h lh`moad|bhn dm|i}}

chdne`f miazh~e~i|}. E` moii}e`f ~oh chdne`f miazh~e~i|}# Emi` F|ixz moii}h} i`cu ~oi}h

ge|a} ve~o }ix`n ge`d`medc }e~xd~ei`} i| ~oi}h `i~ x`nh|fie`f |dnemdc |h}~|xm~x|e`f# i|

voh|h |d`nia wicd~ece~u# ah|fh|}# i| ld`b|xz~mu dgghm~} ge`d`medc zh|gi|ad`mh.

^oh fdz d`dcu}e} e} md||ehn ix~ lh~vhh` ~oh hzhm~hn chwhc d`n nh|ewhn

chwhc ig }d~e}gdm~ei` i` ~oh wd|eix} d}zhm~} }xmo d}

Cid` Gchelece~u2 Hd}u Dmmh}}2]hmx|e~u2

Mx}~iah| g|eh`ncu Cd~h}~ Gdmece~eh} /Zoi`h ld`be`f# @h~ld`be`f# h~m%2\hd}i`dlch E`~h|h}~ |d~h gi| M|hne~ md|n ~|d`}dm~ei`