Telecom Ministry Issues 102 Notices to BSNL & MTNL on Poor Service Quality; Orders Efficient Use of Social Media
Our Telecom Ministry has just exclaimed: Enough is Enough!
In order to ensure that telecom customers are not taken on a ride, Telecom Ministry has issued notices to both BSNL and MTNL over poor quality of service. As per their official statements, more than 100 such notices has already been issued.
And in a move which once again signifies the importance of digital medium, the Ministry has asked BSNL and MTNL to efficiently use social media for customer satisfaction.
Ravi Shankar Prasad, who is our Telecom Minister is quite active on social media, and has 4.67 lakh followers on Facebook and 7.03 lakh followers on Twitter. He has personally received several complaints against BSNL and MNL, along with India Posts, and this has led to issuance of notices against the state run telecom * communication companies.
As per one official, “Till date, 102 notices have been issued to departments under this ministry and 64 have been resolved”, adding, “BSNL now has an official page on Facebook to connect with people”
Social Media: The New Customer Satisfaction Tool
Minister Ravi Shankar Prasad is no doubt quite impressed and influenced with the social media dynamics, and have ordered special training for all BSNL and MTNL officers to use this medium more efficiently.
In fact, BSNL CMD Anupam Shrivastava has confirmed social media is being used aggressively to deal with customer’s issues, and a proper mechanism is in place to ensure all customers are satisfied.
He said, “We have started training our officers to handle complaint on social media following the minister flagging the issue. Whenever we get complaint on our Facebook page, we forward it to the customer care department, which then reaches out to the aggrieved customer,”
A leading customer management agency, which is also handling customer satisfaction department of other big telecom companies, have been roped in to manage BSNL and MTNL’s customers. Reportedly, this agency will launch an integrated platform for customer satisfaction, which will include phone support, email support and social media support.
Despite a reputation for poor service, BSNL is now generating income, and this had led to a host of new features and programs.
As per Shrivastava, “BSNL reported operating profit after a long time and within 18 months of the new government coming to power. This is a sign of improvement in services..”
It would be interesting to see how much improvement is incorporated, while this renewed focus on customer service and social media support by BSNL and MTNL.
In case you have observed any major difference in the level of support provided by BSNL and MTNL, then do let us know by commenting right here!