Customer Care Campaign 2016

Hear, Share and Care

...creating a supportive environment for promoting a culture of quality customer care

Proposed Tagline

It’s a promise to care

R E S P E C T F U L

C O N T I N U O U S L E A R N I N G

F O C U S E D

T R A N S P A R E N T

B O L D

C U S T O M E R C E N T R I C

P A S S I O N A T E

P R O A C T I V E

The 7 Promises

respect every customer

be Customer oriented at all times

focus on Customer’s need

More……

…..

We Promise to

Insights of 7 Promises

Respectful• Greeting with smile, Addressing, Listening

& Thank for being with banglalink• Always showing respect for customers,

even if there is a reason of disagreement

Customer Centric• Understanding customer’s needs and

showing empathy• Sincere apology, regardless of fault

Focused• Probing customers properly to identify

issues without interruption• Taking notes rather asking repeatedly

Promise 1: Respect every customer

• Greet customers with a smile and make them feel welcomed

• Address Sir/Madam politely & respect customers so that they feel honored

• Listen carefully and respond to customer’s query

• Always show respect for customers, even if there is a reason of

disagreement

• Thank and make sure that customer’s need have been met

Promise 1: Respect every customer

• Opening/Closing Greetings- Use appropriate greetings with opening phraseo Appropriate greetings means warmth greeting with a smile (obviously appropriate eye contact, proper

gesture & posture are needed during face to face contacts)o Examples of Opening Phrase:• For IB Call Center & CS Touch Points, opening phrase is ‘how may I help you?’• For OB Call Center & Campaign Management, CCR should confirm right party contact by mentioning

customer’s previous contact reason with date, time & location/channel name• For bill related outbound notification calls, direct customer visit & feedback on unresolved issues, CCR

should start positively. CCR will praise customer first (sir, you are staying with us for long time or you are our platinum customer or your payment history is very good) then will convey due bills (or complaint status which will take time for complete resolution)

- Use appropriate Closing with thanks & don’t show any rush

• Active Listening- Let the customer talk first- Listen actively- Don’t interrupt- Maintain eye contact during conversation

More…

Proposed Events & Estimated Budget

Proposed Events and Estimated Budget: PLAN-B

Event Name Covered Divisions/ Units

Estimated Cost (Tk.)

Campaign Visibility (POSM, Large size square shaped balloon, Wrist band)

Customer Care TPs & all other important offices

600,000/=

Company logo with customers’ photographs to make them feel honored

All Customer Care points

500,000/=

Lead by Example/ Inspiration by Management All divisional heads N/A

Free Service (VAS) Activation Offer through Self-care during campaign All Customer Care points

N/A

Thought of the Day broadcasting through SMS/VRS/email All divisions N/A

Best Mentor at TP/centers Call Centers 10,000/=

Debate Competition All divisions of CCD 40,000/=

Total 1150,000/=

Proposed Events and Estimated Budget: PLAN-A

More…

Thank you!