Bsnl
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TABLE OF CONTENTS
1. Acknowledgement
2. INTRODUCTION
3. BSNL SERVICE
4. Customer Relationship Management
➢ MARKETING STRATERGY
• Marketing Objective
• Marketing Process
• Social Responsibility
➢ CONSUMER SERVICE
5. Complaints Handling
➢ Complaints: A Critical Form of Communication
➢ Why is Complaints Handling Important?
➢ Complaints Management System: Management's Role
➢ Customer Retention Strategy: Costs and Savings
➢ Complaint Handling Staff
➢ Publicizing the Customer Complaint Management System
➢ Third-party Dispute Resolution
➢ Basic Steps for Effective Complaint Management
➢ Complaint Management System Conclusions
➢ Complaint Management System Checklist
6. PUBLIC SURVEY REPORTS
7. CONCLUSION
8. BIBLIOGRAPHY
Acknowledgement
Success of every project depends largely on the SELF & encouragement and guidance of many others. I take this opportunity to express my gratitude to the people who have been instrumental in the successful completion of this study project.
First of fall I would like to thank the Management at BSNL for giving me the opportunity to do my two-month project training in their esteemed organization.
Internal Guide) for providing me with valuable advice and endless supply of new ideas and support for this project.
I would like to thank Mrs. Ruby Mam for providing practical exposure for the project and his valuable guidance during the project work.
INTRODUCTION
Bharat Sanchar Nigam Limited (known as BSNL, India Communications Corporation Limited) is a public sector telecommunication company in India. Bharat Sanchar Nigam Ltd. formed in October, 2000, is World's 7th largest Telecommunications
TABLE OF CONTENTS
1. Acknowledgement
2. INTRODUCTION
3. BSNL SERVICE
4. Customer Relationship Management
➢ MARKETING STRATERGY
• Marketing Objective
• Marketing Process
• Social Responsibility
➢ CONSUMER SERVICE
5. Complaints Handling
➢ Complaints: A Critical Form of Communication
➢ Why is Complaints Handling Important?
➢ Complaints Management System: Management's Role
➢ Customer Retention Strategy: Costs and Savings
➢ Complaint Handling Staff
➢ Publicizing the Customer Complaint Management System
➢ Third-party Dispute Resolution
➢ Basic Steps for Effective Complaint Management
➢ Complaint Management System Conclusions
➢ Complaint Management System Checklist
6. PUBLIC SURVEY REPORTS
7. CONCLUSION
8. BIBLIOGRAPHY
Acknowledgement
Success of every project depends largely on the SELF & encouragement and guidance of many others. I take this opportunity to express my gratitude to the people who have been instrumental in the successful completion of this study project.
First of fall I would like to thank the Management at BSNL for giving me the opportunity to do my two-month project training in their esteemed organization.
Internal Guide) for providing me with valuable advice and endless supply of new ideas and support for this project.
I would like to thank Mrs. Ruby Mam for providing practical exposure for the project and his valuable guidance during the project work.
INTRODUCTION
Bharat Sanchar Nigam Limited (known as BSNL, India Communications Corporation Limited) is a public sector telecommunication company in India. Bharat Sanchar Nigam Ltd. formed in October, 2000, is World's 7th largest Telecommunications