Comptroller Tells Banks to Shape Up on Service

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By HARRISON, BARBARA A. REHM^DAVID

Staking out a new regulatory domain, acting Comptroller of the Currency Julie L. Williams urged banks Wednesday to upgrade customer service.

Ms. Williams said if it does not improve, the banking industry is in danger of losing market share to rivals-a warning recently sounded by Citigroup Inc. co-chairman John S. Reed.

"Customer service is a key competitive intangible-a factor that will profoundly affect the future of competition in financial services," Ms. Williams said in a speech to the Exchequer Club.

This was the first time that the Comptroller's Office has singled out lackluster service as a regulatory problem.

It can become a regulatory concern by …