E1-E2

MANAGEMENT Customer care

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WELCOME
This is a presentation for the E1-E2 Management Module for the Topic: Customer care . Eligibility: Those who have got the Upgradation from E1 to E2. This presentation is last updated on 18-3-2011. You can also visit the Digital library of BSNL to see this topic.

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AGENDA
Importance of customer care

Technical and Personal skills

Group of people involved in customer care Technology for customer care Consumer grievance redressal mechanism

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Importance of customer care

Good reputation with existing and potential

customers
Success in the market place due to high standards of service Increased revenue for the organization Better rewards & perks to employees

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Technical and personal skills

Friendly, courteous and pleasant Customers need identification and Selling Building relationship Knowledge about the products Balance between technical and personal skills

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Customer care
A CUSTOMER IS THE MOST IMPORTANT PERSON IN OUR BUSINESS. HE IS NOT DEPENDENT ON US,WE ARE DEPENDENT ON HIM HE IS NOT AN INTERRUPTION ON OUR WORK,HE IS THE PURPOSE OF IT. HE IS NOT AN OUTSIDER ON OUR BUSINESS,HE IS A PART OF IT WE ARE NOT DOING HIM A FAVOUR BY SERVING HIM,HE IS DOING US A FAVOUR BY GIVING US AN OPPORTUNITY TO DO SO

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GROUP OF PEOPLE
Front end Back end

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CUSTOMER CARE FOR WHOM

Customers and consumers High paying customers (CIC) Customer Life Time Value

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TECHNOLOGY FOR CUSTOMER CARE

CRM software IVRS DBMS Networking of offices

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EXPECTATION OF CUSTOMERS
Customer wants all queries to be solved at one place Customer wants all queries to be solved over phone

itself
Customer wants they should get consistency Customer wants the information should be available on fingertips Customer wants Service to be provided at their doorsteps.

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EXPECTATION OF CUSTOMERS
Customer wants all queries to be solved at one place Customer wants all queries to be solved over phone

itself
Customer wants they should get consistency Customer wants the information should be available on fingertips Customer wants Service to be provided at their doorsteps.

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Important BSNL call center numbers

For basic services including broadband services:1500 (toll free number) For GSM Mobile services: 9400024365 (toll free number). For Broadband &Internet services:1800-424-1600 (toll

free number).
For MPLS & Other Data services: 1800-425-1957 (toll free number).

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REGULATORY DIMENTION
Telecom Regulatory Authority has defined the quality of service benchmarks to be adhered by all Telecom operators Every quarter TRAI releases quality of service

report in respect of all service providers on its web

site www.tari.gov.in

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CUSTOMER CARE POTAL

Services offered through portal Basic telephone services including WLL

Add-on facilities
Cell One services IN Services Complaint handling

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CONSUMER GRIEVANCE REDRESSAL

Complaints booked on 198: Customer can approach BSNL officers at any

time in office
PG cell in Corporate Office, Circle office, and SSA Meetings with consumer organistions CSCs

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CONSUMER GRIEVANCE REDRESSAL

Open house session Telephone Adalats Appellate Jurisdiction of Telecom Adalats

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WHY CUSTOMERS CHANGE THEIR BUSINESS RELATIONS ?

COMPETITION IN THE MARKET PRODUCT FAILURE SERVICE FAILURE

32%

INDIFFERENT ATTITUDE - 68%

CUSTOMER IS ALWAYS RIGHT.

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Customers right
Right of information to know status of his case, his rights, facilities, rules , regulations etc.

Right to get a Fair play /treatment for all

customers , to avoid discrimination Right to get correct quantity and quality of promised service Right to Complain about malfunctioning, or faults

etc., also against employees behaviour etc

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Customers right
Right of being heard for his cause or

complaints etc. to get acknowledgement &

feedback. Right of being informed the decision Right to appeal for any decision of employees to higher levels

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GOLDEN RULES
Never tell a customer that something can not be fixed or done. Never over-promise, always over-perform. Always give every customer the same fair deal Always take care of your customer at all levels of management. Always fix it right the first time.

For internal circulation of BSNL only

For internal circulation of BSNL only