TABLE OF CONTENTS
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
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.
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 Company providing comprehensive range of telecom services in India: Wireline, CDMA mobile, GSM Mobile, Internet, Broadband, Carrier service, MPLS-VPN, VSAT, VoIP services, IN Services etc. Within a span of five years it has become one of the largest public sector unit in India.
BSNL has installed Quality Telecom Network in the country and now focusing on improving it, expanding the network, introducing new telecom services with ICT applications in villages and wining customer's confidence. Today, it has about 47.3 million line basic telephone capacity, 4 million WLL capacity, 20.1 Million GSM Capacity, more than 37382 fixed exchanges, 18000 BTS, 287 Satellite Stations, 480196 Rkm of OFC Cable, 63730 Rkm of Microwave Network connecting 602 Districts, 7330 cities/towns and 5.5 Lakhs villages. It is India's largest telecommunication company with 24% market share as on March 31, 2008. Its headquarters are at Bharat Sanchar Bhawan, Harish Chandra Mathur Lane, Janpath, New Delhi. It has the status of Mini Ratna, a status assigned to reputed public sector companies in India.
BSNL is India's oldest and largest Communication Service Provider (CSP). Currently has a customer base of 73 million as of June 2008. It has footprints throughout India except for the metropolitan cities of Mumbai and New Delhi which are managed by MTNL.
To look for details and to collect data for my project I worked in B.S.N.L Office to gather full information about the system and working of whole region and found out the facts about various processes adopted by reliance to pay its advisors and the time period taken for this study are 2 months
the BSNL SERVICES
➢ BSNL LANDLINE
• PHONE PLUS SERVICE
• NEW TELEPHONE CONNECTION
• PERMANENT CONNECTION
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