Customer Satisfaction Level of Grameenphone Ltd.

For many companies, customer service is summarised in the following activities: responding to customer questions, receives commands, resolve disagreements about billing and handle claims. The service can be made directly at the customer’s house, at the supplier or through the media (telephone, fax, email, Internet, etc.) The increasing number of call centres demonstrates the importance that companies attach to customer service.

The Purpose: Today’s society focuses on customers’ satisfaction, most business ask the consumer to take surveys to learn more about their experience. It is highly important to make sure our customers leave happy and satisfied with our service, and if they feel any different we need to get

Today's world competition is very strong in every kind of businesses. Every organisations must provide high quality products or services in order to survive, however their competitors also providing the same or comparable products or services. An important way to an organisation to get an edge over its competitors is to provide extra service to satisfy and delight their customers, which can retain them and also gain new customers. Therefore the achievement of customer satisfaction must be a major objective in all organisations.

Customer Service takes an important stand in any business and it is essentially what my role revolves around. The first thing I do every morning is to turn on my computer and log into ‘Agent’ (the software we use to keep track of the time me and my colleagues spend on call and the type of enquiry it is), this way I can ensure that no Customer Advice calls will be lost as I will be readily available to answer any calls that come through.

Surveys, feedback forms and other data collection techniques are all ways in which a company is able to determine the customer experience and analyse any customer service performance dat. Once any data has been collected it must be analysed in a way that can provide feedback to the company in such a way that action can be taken as a result. For many companies this will be a continuous cycle of improvement

Customer Care Representative. Received inbound telephone inquiries and written correspondence from patients, insurance companies, and employers to assist them with claim issues, and paying of radiology bills that they may have received.

This report is based on The Northern Breast Screening Unit (NBSU) and its aim is to critically evaluate the use of the GAP model approach towards measuring customer satisfaction. It will further explain the advantages and disadvantages of this tool for managers to measure service delivery at NBSU. Further, it will assess the quality of the service which is being provided by NBSU based upon the results of their recent patient satisfaction survey. Furthermore, it will compare and contrast the different perceptions of the service received by the two patient groups. It will also explore how the three staff members differ in their understanding of the patient’s priorities and perceptions. Finally, recommendations will be made to NBSU management to help improve their service quality management.

• Act as point of contact for all credentialing, contractual, billing, and claims issues as needed by providers

Module description This module covers the skills and knowledge required to advise on and carry out customer service strategies and to evaluate those strategies on the basis of feedback and design for service improvement. Learning outcomes Students will, upon successful completion of this unit understand the needs of both internal and

| * Card phones installed in public areas, where were carefully chosen to maximize phone usage * Organized a large multi-media campaign for pay-phone launch with public demos * Retail dukas could sell the cards at 14% margin * Set competitive pricing, 50% lower than most of the other service providers * Trained technicians to provide quality services and recruited professionals to better manage the company * Selected durable equipment and replaced them in 5 years to ensure quality

In this documentary, Tom Heinemann (the director) provides a sharp critique of microfinance in the world. The documentary pertains critically to the work of Muhammad Yunus and the Grameen Bank in Bangladesh. Tom Heinemann tells an unpopular and confronting story about how microfinance, although innovative, leaves few to prosper and the many poor being financially “strapped”. This documentary has caused a flood of criticism about microfinance, while diminishing the reputation of Grameen Bank’s founder, Muhammad Yunus. I feel that The Micro Debt does not shed the full light onto microfinance, yet it is becoming increasingly hard to ignore its effects.

Provide a means for customers to provide feedback after calls to acquire their satisfaction score on the overall service experience and allow them to point to areas that need improvement

The money to start the business came from donations and from a loan from the bank where he served as the guarantor. Hence Grameen bank was created, the bank started expanding very rapidly because people were paying their loans back given that they had to pay very little on interests, and it was much easier to pay the capital back. As time progressed and Grameen Bank kept getting bigger, Grameen bank representatives noticed that women in comparison with men were always punctual with their payments and that they were the most productive with their money, and took it directly to their families, which was the mission when the bank was created (New Delhi). Based on those facts, Grameen bank created more programs for women. For instance, Grameen bank would give a woman a goat or a chicken depending on what the woman picked so that she can sell the milk or eggs and she would also get a weekly stipend. If something were to go wrong, she would not be tempted to kill the animal to feed her family. Grameen bank obtained these animals from donations and from purchases the bank itself made. When the animal was no longer productive, they would kill it and sell the meat to the same people at very low prices (Wall Street Journal).

To cite the saying that social entrepreneurship is the best way to help people in need, we would like to provide an outstanding example of social enterprise which is Grameen Bank. Grameen Bank was officially founded in 1983 by Muhammad Yunus and it provides small loans, rather than charity, to the poorest of the poor especially women in Bangladesh. This indeed provides an opportunity for the people to transform their lives. In 2006, Nobel Peace Prize was awarded to Muhammad Yunus and the Grameen Bank for their efforts to create economic and social

Building Social Business is a book about social enterprise written by Muhammad Yunus. Muhammad Yunus is a social entrepreneur, economist, banker, and civil servant leader from Bangladesh. He is known for founding the Grameen Bank which is a microfinance organization and community development bank. Yunus is a well-known proponent of microfinance and microcredit. Due to his efforts in making a change through microfinance and microcredit and other noble causes, Yunus has been given several awards including the Independence Day Award in 1987, World Food Price in 1994, Pfeffer Peace Price also in 1994, Gandhi Peace Price in 2000, Volvo Environment Prize in 2003, Nobel Peace Prize in 2006, Presidential Medal of Freedom in 2009, Congressional