Internship Report
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Customer Service Activities of Global IME Bank Limited (Internship Report)


Banks and financial institutions play a major role in the development of the economy. Global IME Bank – The Bank for All, has more than 72 years of experience. With the noble guidance of a board of directors and combined efforts of the management and employees, The bank has witnessed a turnaround in different parameters i.e. profitability, loan recovery, and service quality including system reform and modernization of the bank. GIBL is committed to the satisfaction of its customers by providing modern banking facilities. At the same time, the bank is equally committed to the economic growth and development of the country. The bank aims to reach every rural and urban corner of Nepal to accommodate the requirements of people. The bank’s extensive branch network and international connections are designed to transact banking activity between any part of the country and any part of the world. The bank has earned the glory of making available the services to almost all the top business houses of the country and it occupies one of the leading positions among banks in Nepal. The bank is still pursuing to accommodate as many clients as far as possible. It is always committed to offering quality products and services to its customers. All customers are treated with utmost courtesy as valued clients. Besides, the bank is trying to establish lifelong relationships with its clients. GLOBAL IME Bank is one of the leading commercial banks in Nepal which aims to position itself as a progressive, cost-effective & customer-friendly institution providing comprehensive financial-related services to its customers. During the two months of internship at GLOBAL IME, the intern was provided with ample opportunities to get an insight into the core operation of the host organization in the complex business environment, working with a diverse mix of staff from different backgrounds and from different works of life with profound knowledge and provided an experimental and holistic learning experience. The study refers to the Customer Service Department (CSD) which deals directly with the customer’s inquiries, handling complaints and service distribution, and also the credit department where the procedures for giving different kinds of loans are learned. GLOBAL IME is able to maintain strong relationships with its customers through various customer-oriented products and services.

Prior to the internship, my knowledge was limited to the books. The theoretical knowledge gained about the customer relation was actually implemented in practical banking settings. The internship has worked on the development of communication and interpersonal skills of the intern. The Intern has also learned that behavioral issues are most important inside the organization. Customers feel satisfied when they behave properly. Their queries need to be answered in a friendly way so as to retain them in the organization. In conclusion, it can be conveyed that CSD is the most sensitive department. It is very clear that the bank realizes a huge part of income through customer satisfaction. Although other departments also play a sensitive role in the success of the bank, huge credit goes to the customer service department as it gives the first impression to the customers. Hence, the bank must analyze such factors to gain success in the future period through fulfilling customer’s needs and demands. During the time internship, the intern not only got the opportunity to learn about banking skills and efficiency but also learned about the corporate culture and organizational values. Thus, the knowledge and experience endowed with this study will surely be constructive towards the pavement of the intern’s career and professional life. Throughout the internship period, the intern got an opportunity to deal with sort of banking issues prevailing in the customer service department, remittance, and clearing departments. Overall, the experience was fruitful and helpful to the intern in increasing the horizon of skill and knowledge and building up confidence. Also, it provided guidelines to the intern to choose the right path for a professional career in the future.


Report Title: Customer Service Activities of Global IME Bank Limited

Prepared By: Santoshi Neupane

Degree: Bachelor

Program: Bachelor of Business Administration (BBA)

Specialization: Banking and Finance

College: Birendra Multiple Campus

University: Tribhuvan University

Year: 2022


Customer Service Activities of Global IME Bank Limited | Internship Report | 2022

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Note: This internship report (work experience article) was prepared by Ms. Santoshi Neupane for the partial fulfillment of the requirement for the degree of Bachelor of Business Administration (BBA). So, it is advised to use this report only for reference, or as guidance. Copying or practicing plagiarism is strictly forbidden.

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