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During the discussion with the Secretary, DOT by the Forum of BSNL Unions/Associations representatives, the demand of the Forum that it should be made mandatory for the Central/State governments and PSUs to take service from BSNL was raised. We cited the example of Air India, which has been mandated for Government officers for flight travel.
The Secretary at this stage brought the issue of efficiency, or rather inefficiency of the BSNL services. Unless the service is improved, nobody can be forced to take it, he said. He said that in the meeting of the Communications Minister with the MPs of various states, almost all the MPs raised the issue of inefficient service, non-repair of faults in time, call dropping, insensitive dealing etc. and wanted improvement of services. he also cited many public and government officers raising such complaints.
As stated above, the complaints are not from M.P.s alone. To be frank, wherever we meet the public, such complaints are raised. This is a real issue with regard to the revival of BSNL. There is much resentment about our services in general. That is known to all of us. This is also one reason why our land-line connections are drastically coming down and one day we may lose the first position in land lines also. Support of the people are very much necessary in our struggle for “Revival of BSNL”. How we can improve the services and how we can get the support of the people are very important points. What can be done in the matter?
1. Cordial, friendly and supporting dealing with the customer/public: As stated by Gandhiji, ‘Customer is the most important person in the premises’. He is a welcome visitor. The customer visits BSNL office or Customer Care Service for his requirements, whether to get a new connection, pay the bills, making enquiries or to make complaints about his faulty equipment, service etc. etc.
The first thing that the employee/worker can do is to greet the customer with Namaste / Good Morning, and a friendly smile and ask politely what is his requirement? This itself will make him feel that the employee is there to help him. Once his requirement is known, the employee has to immediately attend to it if he is the person dealing with it. Otherwise he has to contact the concerned person and inform him. Asking the customer to go from one person to another person will irritate him. Now that ‘One Window System’ is arranged, the same employee can mostly deal with the problemss.
If it is a case of fault/out of order/ cable fault etc. the arrangement should be that it should be immediately attended. A usual fault can be attended in 2-3 hours time at the maximum. The RM/TM/TTA, whoever is the employee, has to be immediately ordered for attending the fault, whether on line, cable,broadband or whatever it is. It should be ensured that such faults are rectified in the day at least. In case of cable fault etc., if some delay is expected, the customer can be informed the reason for the delay.
Convenient arrangements should be made for the customers at the CSC. If more customers are there, the slip system with serial numbers can be arranged as in banks, so that the customer need not stand in the queue. When his slip number is announced or put on the screen for that purpose, he can go to the counter and present his requirements.
The customer may be angry sometimes due to delay on the part of the BSNL to his demands/requirements. In such cases, the employee should be very calm, hear him fully and patiently explain him the reasons for the delay and express ‘sorry’ for the difficulties caused to him and also assure that the needful will be done without any further delay. In case, it is beyond his authority, the customer may be asked to meet his superior for the same. In no case, the employee should become angry and retort. Patience and being cool is a great asset. While speaking over telephones also, you have to be calm and quiet and not irritate the person at the other end.
Now the customer has several options other than BSNL for getting telecom services. This we must always remember. Our service should be better than the private companies, if we want to get more and more subscribers.
There is a system in some places that the pending fault are closed by the end of the day and reopened next day to show that there is no pending fault. This is completely a wrong process. Till the fault is rectified, it should be pending, compelling the staff for early fault-repair.
A usual reply from the employee for the inefficiency is that there are no equipment. This is partly true. The earlier situation has changed. Now in almost all SSAs, urgent equipment are available, though less in number compared to the requirement. It is our job to see that the equipments are mad available.
These are only some few suggestions which came to my mind immediately. There are so many other things we can do for the revival of BSNL.
Can’t we practice and implement these small niceties and help to the customer in our premises? It will make a whole change in the situation, which will be in our favour.
If you have got any such suggestions, please intimate through Comments or otherwise, which we will certainly take seriously.
VAN Namboodiri's Blog 
Good Evening Sir,
I think the discussion between union and dot is good……………….sir did u raise a issue of pay commission because 10-years is too long and to survive with these salaries is not sufficent
Very true sir… People hate bsnl because of this problem what u mentiond sir…. Even i saw it wit my own eyes some bsnl employes nt wrkng they r nt sincer to ther job what have given readng newspapers , talkng usels things etc etc sme bsnl employs r nt n there sit sir i have checkd many website includeng about bsnl reviews peoples are abuseng on bsnl and nt proper service nt pickng custmer care delayng bil payments nt proper respect to custmer and so on …. Our bsnl employs also responsible for amakeng bsnl into loss makeng ….. System have to b changed strict rules should be done for employs….
The Forum of BSNL employees are educating the workers for better performance. It is not that all workers are idle or not working. There are many officials who are excellent workers. Dedicated service is requird to bring back BSNL to its past glory. Every body has to co-operqte.
Com: We have taken copy of the Note and put it in our Notice Board….
Thanks…
Of course you can do comrade.
Much needed effort to be given by bsnl to its customers: polite behaviour of the officials(when customers are on their way to the office), immediate promise by them to fix the problem persisted, time of arrival of the officers within 10 a.m so that customers could find at least 1 person in an empty office(generally they are supposed to arrive around 12pm which is shameful) and most importantly to leave their non interesting to customers problem behaviour should hv changed
There are several issues connected with the dealing with the customers which have to be improved.
Our unions have only discussed about pension revision delinking them with company profits. Our unions are more concerned about pensioners who are well settled than working employees who are struggling.
The discussion with the DOT was on the demands of the 21-22 April strike and which related with the DOT/Government. Some of the items like Pension was already with the JAC/Forum for the last 5-6 years. The demands of the workers are taken mainly by the JAC of the Non-Executives and the United Forum of the executives. On the demands of the Non-Executives a strike was organised on 27th November 2014 and detailed discussion taken place with the BSNL Management.
What is the meaning of this???Only pensioners ll get pay revision.But working employees ll work hard to pay pensions n get nothing.
Automatic pension revision in the future without linking it with pay revision.
Forum demanded that the pension revision should be referred to VII CPC or 3rd PRC with specific terms of reference that it should not be linked with pay revision of the serving employees or the profitability of the company. After discussion it was agreed that it will be referred to 3rd PRC with specific reference of pension revision and delinking pension revision from pay revision.
Pension revision is always connected with Pay revision. The Unions are going to demand for wage/Pay revision shortly. There need not be any confusion in the matter.
sir, you said that u r gng to discuss about pay revision…. sir make it as quick as possible….because other companies taking salaries for 5years……..
BSNLEU has also demanded for 5 years, but the management had not agreed. Further we got 30% fixation, while those who got 5 years revision got 15% / 16% etc. for each wage revision.Any way the demand will be raised.
Both the customers, internal (staff and Officers) as well as external (subscribers) are equally important. Satisfaction of the internal customers should be ensured by the Management also. As a retired officer, it is my experience that many of the legitimate rights are denied to me. Service connection at residence, delay and wrong calculation of retirement benefit etc etc. It is a fact that i had received appreciation letters addressed to hon’ ble Minister in addition to the friendship from many of the external customers at Trivandrum…..
Completely agree that the employees should be motivated and their demands accepted by the management and the Government. But now it is a ‘Do or Die’ situation where the revival of BSNL has to be given the highest priority. If BSNL is not there, what will happen to the employees and their future?
several complaints from all over the country.. we are just some of ground level workers..all the problems mentioned above was just ⅓ of what bsnl is facing exactly.. employees, infrastructure, govts attitude towards bsnl has to be changed…
All problems being faced by BSNL have to be tackled and settled for the growth of BSNL.
If our BSNL service s better than other operators BSNL wil stay strong. Witout workers dedicitation nothing
It is the duty of all of us to motivate the workers for better performance, even within the limitations of anti-PSU policy of the government and the casual attitude of the top management.
iti have been making loss for the past ten years and did not get 2007 wage revision.since bsnl is making loss,govt will deny wage revision to bsnl also,so the need of the hour is delink wage revision from profitability.
This will benefit all sick psus including bsnl.
As far as the Bonus is concerned, Forum/BSNLEU has strongly demanded that it should be delinked from profit. When the issue of wage revision starts, the same line has to be adopted. But at the same time, if all the workforce and the management plans together it is still possible to make profit as Kerala and two other circles are making. But there should be dedication, determination and very hard work. Unfortunately that is missing. Sail was in loss; Air India was in loss; many other companies were in loss. Some of them have come up. BSNL can also come up.
Good afternoon sir,
sir at present bsnl is in loss…..this is due to government bad policy it is government mistake………bsnl is in loss they give pay revision for us……..
It is governments responsibility. But we also have to fight with government to get the company revived. We have to make our contributions als.
All r mentioning about staff misconduct.. but before blaming dem all r requested to compare each telecom companies in India..they r boosting their products with all d sufficient requirements through insufficient employees…here huge manpower with lack of products & requirements…
To solve dis remedies, management should recruit technically qualified youth and in case of tendering they should ensure atleast the quality of products for a period of minimum 3 years of guarantee….. Products with QoS r totally fake..
Also training to technical staffs in every 6 months have to be made compulsory..
All blames r on d staff…Wat an easy solution for d management & government…
The government is the main culprit followed by management. But workers also got a role. If the workers rise to the occasion, a lot of complaints can be reduced and the anger of the customer can be directed to the policy makers. What facilities many of our schools have got? But the teachers somehow teach and get the admiration of their pupil and parents. We have to manage within the limitations and at the same time fight for the requirements. If you take the people in to confidence and explain to them, they will understand.
Sir, i am trying to give you some facts:-(try to analyse yourself, if u feel right, then replay).
1. first important thing is that “FIBER Maintenance”: due to road widening work and less funding for maintaing.
2.no mlln modem, no stm16 card.how can u give wimax,4g?
3.is there any research on this?
4.no planning? no fund ? which is correct.how bsnl give profit?
These and other issues are there and it is the demand of the union/ Forum for urgent procurement of equipment. BAut at the same with the available equipments something could be made. Equipments have started coming and you have to press for more. How Kerala comrades increased their revenue and profit and how they are getting support of people? All can do that.