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18 September 2016

BSNL CMD to personally receive feedback and suggestions from customers in Kerala Circle, Live Chat (Tweet on @CMDBSNL) from 12 to 1 pm on 21st September 2016

Bharat Sanchar nigam Limited (BSNL) has decided to improve its customer service by directly receiving feedback and suggestions from BSNL customers across India. BSNL has just started a new campaign #TalkToBSNLCMD on Twitter which will allow BSNL customers to personally interact with BSNL CMD Shri. Anupam Shrivastava.

BSNL CMD to personally receive feedback and suggestions from its customers in Kerala Circle, Live Chat (Tweet on @CMDBSNL) from 12 to 1 pm on 21st September 2016

As per the latest information, BSNL CMD will be Live on #TwitterTownHall planned on 21st September 2016, from 12 to 1 pm, exclusive for Kerala Customers (#WeAreListening #Kerala). BSNL Customers in Kerala telecom circle may tweet on @CMDBSNL twitter handle to share your valuable feedback and suggestions regarding BSNL services (Landline, Broadband, Mobile, 3G etc).
BSNL will be conducting similar Live chat sessions with customers in other telecom circles in the coming days. This is the first of its kind initiatives for BSNL customers all over India. During the Live session, customers may give their valuable suggestions and feedback which may improve BSNL's customer satisfaction and quality of services.

"Besides ramping our infrastructure to meet customer expectation we have also kick-started the SWAS or Service With A Smile campaign across the nation to listen and connect with our customers," BSNL CMD said.
As we reported earlier, BSNL launched a new initiative - Service With A Smile (SWAS) which was aimed to improve customer care and quality of services. As part of these initiatives, employees of BSNL today took a pledge to serve all customers with a smile and resolve any service related issues as soon as possible.

Read More: 'We are determined to give the industry competition tariff by tariff' says BSNL CMD Anupam Shrivastava

The following steps are being taken by all the employees of BSNL under the 'Service with a Smile (SWAS)' programme.
  • Improving customer care: Special focus will be given to customer care and customer satisfaction. Special attention will be given to address the grievances of the customers related to billing, faults and all matters related to service.
  • Ensuring fault free service: Utmost care will be given to ensure customer satisfaction by providing a fault free service. Atleast 60% of the faults will be cleared on the same day.
  • Improving service of mobile services: All efforts will be taken to reduce the the downtime of Mobile Towers (BTSs) and thereby to improve the quality of mobile services.
  • Maintenance of fault free cable network: Special attention will be given for the maintenance of BSNL's copper cable network (landline network).
In addition, there will be special efforts to reduce surrendering of landline & broadband connections. To get customer feedback and to improve services, frequent close interaction will be made with loyal customers of BSNL. Special melas, road shows, etc. will also be conducted to boost the marketing activities.

Read More: 'We have provided sufficient points of interconnect (PoI) to Reliance Jio, can augment more based on requirement' - BSNL CMD

Dear readers, please share your views and opinions about this customer oriented initiative taken by BSNL via comments with us.

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