chapter10.customer care

7/28/2019 Chapter10.Customer Care

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For internal circulation of BSNL only

E1-E2MANAGEMENT

Customer care


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WELCOME

This is a presentation for the E1-E2Management Module for the Topic: Customer care .

Eligibility: Those who have got the Upgradationfrom 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 careTechnology for customer care

Consumer grievance redressal mechanism


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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 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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REGULATORY DIMENTION

Telecom Regulatory Authority has defined thequality 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
http://www.tari.gov.in/http://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, andSSA

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 THEIRBUSINESS RELATIONS ?

COMPETITION IN THE MARKETPRODUCT FAILURESERVICE 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 notbe 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.


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chapter10.customer care

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