Banking, as one of India's most important service industries, has experienced rapid growth and expansion. Increasing incomes increased the demand for banking services, resulting in a significant increase in advanced technologies, rapid communication systems, and the formation of numerous banks to cope with the multinational-led climate. 'Employee Engagement' cannot be viewed as a gimmick for increasing work dedication, encouragement or productivity. The shift in service quality's emphasis from a merely competitive instrument to the fundamental centre of the service philosophy in meeting and exceeding customer expectations. Employees that are dedicated to the brand build consumer stories that lend credibility to the brand. Employees form emotional bonds with clients, resulting in excellent service and the opportunity to meet consumer standards. It is suggested that providing loyal service gives banks the benefit of not only being able to meet current consumer needs, but also anticipating potential needs. Customers would be surprised and delighted as a result of the company's ability to predict. By expanding information about the effect of employee engagement on employee attitude and actions, the research has made important contributions to the body of knowledge at both the academic and practical levels. The aim of this study is to see how employee engagement activities affect customer service in the Indian banking sector. A conceptual model is suggested based on the research to render an endearing approach to Employee Engagement activities in customer service.