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contentsC O N T E N T SFrom the EditorSpecial FeaturesStrategies to improve : Customer Service in Banks..................................................................................07-- M. D. MallyaThe wheels grind slowly, but surely - for the bank customer ....................................................................14-- Smt. K. J. UdeshiBest Practices in Customer Service in Indian Banks : An Economist's Perspective ...................................17-- M. R. DasCustomer Service in Banks - Best Practices ...........................................................................................21-- S. N. Sharma & L. P. PadhyCustomer Service - Best practices .........................................................................................................27-- L. SrinivasanCustomer service - best practices in Union Bank of India ........................................................................29-- V. L. Vaidya & M. K. NandaCustomer Service in Banks - Banks as Customer Service Champions .....................................................34-- K. J. PaulCustomer Service - A Study about the Present Practices and Challenges ................................................36-- Venkadasala Moorthy A.Performance of Public Sector Banks in the New Economy : A Comparison with Private Sector Banks ......43-- Pankaj K. Agarwal & Dr. R. N. RaiMicro Finance Institutions in India - Their role and relevance in Financial Inclusion ..................................52-- Dasarathi MishraBook ReviewsFinancial Policies and Everyday Life - The Indian Context ........................................................................60-- Prof. R. D. PandyaBrick by Red Brick .................................................................................................................................62-- P. Bala ChandranBank QuestVol. : 82 No. : 4October - December 2011(ISSN 0019 4921)HONORARY EDITORIALADVISORY BOARDV. K. KhannaSharad KumarRupa Rege NitsureMohan N. ShenoiHONORARY EDITORR. BhaskaranThe views expressed in the articles andother features are the personal opinions ofthe authors. The Institute does not acceptany responsibility for them.uesKeeW leLee Dev³e j®eveeDeeW ceW J³ekeÌle efkeÀS ieS efJe®eejuesKekeÀeW kesÀ efvepeer efJe®eej nQ ~ uesKekeÀeW Üeje J³ekeÌle efkeÀSieS efJe®eejeW kesÀ efueS mebmLeeve efkeÀmeer ÒekeÀej mes GÊejoe³eerveneR nesiee ~The Journal of Indian Institute of Banking & Finance October - December 2011 1