Ujjain: City’s Rajesh Chourey is credited with mentoring and guiding as many as 5000 banking professionals into real assets for their organisation. Free Press had a rendezvous with this veteran to gain insights into his motivation, interest and about banking industry scenario.
(Excerpts from Interview)
Tell us little bit about your inclination towards training and coaching.
Well, my father was very supportive, he kept guiding me in my formative years. He used to exhort me to prepare hard for competitive exams. Not only this, he would buy me innumerable competitive magazines and various other exam oriented materials. I would read those magazines with rapt attention and remain glued to it until I finish it. I would also go through the interviews of every successful candidate there, where they would talk about their conduct and temper at the time of facing the interviews. I kept on reading such things for longer period of times in my life and kind of, gained an expertise on these matters.
How did your higher-ups choose you for the job?
It is because of years of toil and determination that went into my becoming an expert on this. I meticulously consolidated and developed my knowledge and thought of pursuing it with full focus. Well, higher-ups are always on the lookout for such people who have it in them and looking at my skill sets, my bosses were fully convinced that I had the trait and aptitude to be a professional trainer and that did the trick. To further strengthen my skills I even pursued a specialised course in behavioral science.
What do you specifically teach or train your employees for?
Banking industry is a service industry and we have to deliver services with outmost quality and in time bound manner. At times, our employees and customer gets worked up primarily because of their own set of problems and both go in tizzy. As for teaching our staff is concerned, we continuously urge them to at their best behavior and ask them to handle each customer calmly. During our training routines, we put immense emphasis on Emotional Quotient (EQ) rather than Intelligence Quotient (IQ).
EQ is basically how to deal with your emotions and how to keep yourself in control. It plays a vital role in dealing with the customer because a person with higher EQ is much more efficient and effective in the assigned tasks and in times of trouble. For this we have developed many techniques through which we can enhance the customer experience and satisfaction. However slip-ups do happen. Sometimes from employee’s side and on other occasion, it may be from customer’s side. However, for us- customer is always right and we would like to serve them in best possible manner.
What tips you would like to share with banking exams and other competitive exams aspirants?
Well, there are many actually. One, they must start early. Two, they must realise their goals as early as possible. Three, they must attempt and face as many exams as possible and continue to prepare themselves for any challenges. I would like to give my own example here. I started reading competitive exam materials quite early when I was barely 15 years of age. I am also of the view that students here are no lesser than any of their contemporaries vis-a-vis aptitude and knowledge however they always lack in preparation. Their lack of preparation always dooms their success prospects
