The Forum of BSNL Unions/Associations has called upon the BSNL workers to implement a ‘Hundred Days Programme’ of ‘Service with a Smile’ with the aim of giving first class service to the customers. One of the complaints against BSNL is that it is still working as a government department and the employees are behaving with the customers in a casual way. This has to change.
The customers expect better deal from the BSNL. On the one hand, the BSNL Management, both at the C.O. as also at the field level should be able to deal by providing necessary equipment, customer friendly schemes etc. On the other hand, the officers and the employees at the field level should interact with the customers in a very dedicated and helping way. The customer is the most important person for the BSNL and he/she should be given the most favoured status.
The customer should be treated as most welcome, since he/she is the person giving the revenue to BSNL and is its backbone. He should be welcomed and honoured at every stage and his requirements satisfied.
As suggested by me earlier also, why can’t our staff at the Customer Service Centre welcome the customer with a “Good Morning” / “Namaste” or such other greeting and ask him politely what is his requirement. This itself will make a change in the relations. Please hear his requirement patiently and do all that is necessary to settle the same. It is better not to ask him to go to another person or another counter. As in “one window system”, the requirement should be settled there itself.
There are many other such small things which connect the customer with the BSNL. The “Service with a Smile” campaign period should be fully utilised to give a better service to the customers. This will improve the image of BSNL and increase the customer base as also the financial viability.