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Bangladesh Railway's Customer Service
Bangladesh Railway's Customer Service
Customer Service:
Importance of CRM on
Customer Service
Loss: 2,494.62
million
Why customer service is
important for BR?
o BR is running in loss, the most convincing way
they can bring back the profit is through
better customer service
o To sustain in the competition with other
transportation mode; and even to differentiate
o To serve the current customers better so that
they can retain them in this hard time
Financial
Performanc
e
Service offerings of BR
Service During the
Timeoption travel
option Comfortable
Price option Dine facility
Wide route Train attendants
coverage
Demo train
Special service
during festival & In station
rush service
Waiting room
Ticketing
Information &
E - Ticketing complain booth
Information display
board
Security (CCTV
surveillance)
Are those services good
enough?
o Train schedules are set on the bases of operational
convenience not customers convenience
o Price options are not justified by service quality
o Only 10% tickets are available for e ticketing &
only one payment option
o No customer database system & no customer
tracing
o Often trains are late and long traveling time
o No reward for loyal & frequent customers
o Safety & security of passengers
Are those services good
enough?
o Poor servicescape (in compartment & in station)
Ticketing
Train tracking
Innovative features
Mobile app
Auto mated display board