Poor service poses high risk for banks

Chinese banks are under increasing pressure to improve risk management, but the high risk caused by customer service problems should not be overlooked.

The poor quality of banking services has long been a source of customer complaints. And the number of complaints has increased in recent years, according to the China Consumers' Association.

If you walk into a bank outlet, say the Industrial and Commercial Bank of China (ICBC) on Liyuan Road in Shanghai, you will most likely see bank tellers chatting to one another, despite the long queues of customers. Shouting matches frequently erupt between bank clerks and angry clients.