CHAPTER ONE: Background of the study

Grameen Phone Customer Service

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OBJECTIVES OF THE STUDY

1) To find out scope of customer service. 2) To evaluate the effectiveness of the companys customer service. 3) To find out the satisfaction level of GrameenPhone subscribers. 4) To locate specific areas of dissatisfaction of the GP users.

METHODOLOGY OF THE STUDY

Collecting secondary data using internet www.grameenphone.com Other related sites

Newspapers Magazines Articles

And so on.

Grameen Phone Customer Service

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LIMITATIONS OF THE STUDY

No research is free from limitation. Limitation acts as barriers to do something. Like all other researchers I have also faced some limitations. But I have tried to the extreme level to collect the maximum information from different sources .While I was preparing the report; I faced some problems, which are given below:
The annual report of Grameern Phone Ltd. did not provide much

information that I needed at the time of preparation of report. Most of the relevant articles and study materials on the internet service of telecom sector were not updated. Time is another constrains. In a short period of time it is very difficult to give sufficient time behind preparation of a term paper report.

Grameen Phone Customer Service

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INTRODUCTION
Grameenphone, widely known as GP, is the leading telecommunications service provider in Bangladesh. With more than 28 million subscribers, Grameenphone is the largest cellular operator in the country. It is a joint venture enterprise between Telenor and Grameen Telecom Corporation, a sister concern of the internationally acclaimed microfinance organization and community development bank Grameen Bank. Telenor the largest telecommunications service provider in Norway with mobile phone operations in 12 other countries owns 55.8% share and Grameen Telecom Corporation a sister concern of the internationally acclaimed micro-credit pioneer Grameen Bank owns 34.2% share and the other 10% shares belong to general retail and institutional investors.

The introduction of cellular phones has dramatically changed the lives of businesses and individuals.Grameenphone Ltd., the largest telecommunications service provider in Bangladesh, received its operating license in November 1996 and started its service from March 26, 1997.Grameenphone is the largest mobile phone service provider in Bangladesh The idea of providing mobile phone facility to rural areas in Bangladesh was originally conceived by Iqbal Quadir, who is currently the founder and director of the Legatum Center for Development and and envisioned a business model where a cell phone can serve as a source of income.

Grameen Phone Customer Service

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Vision of Grameen Phone

The vision of Grameen Phone is to exists to helps its customers to get the full benefit of communications services in their daily lives. GP wanst to make it easy for customers to get what they want, when they want it. Their major easier, it wants to be a partner in the development of the community ,it is about delivery, not over promising - actions not words , it is respectful and values are , GP never forget that it is trying to make its customers' lives professional in regard to all our interactions, both internally and externally.

Mission of Grameen Phone

Grammenphone is the only reliable means of communication that brings the people of Bangladesh close to their loved ones and important things in their lives through unparalleled network, relevant innovation and services.

Grameen Phone Customer Service

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CHRONOLOGICAL BACKGROUND
November 28, 1996: Grameenphone Ltd. received cellular license by the Ministry of Posts and Telecommunications of Bangladesh. March 26, 1997: Grameenphone launched its service on the Independence Day of Bangladesh. June 1998: Grameenphone started its services in Chittagong, the second largest city and the port city of Bangladesh. Cell to cell coverage between Dhaka-Chittagong was established. 1999: Grameenphone started its service in Khulna, the industrial city of Bangladesh. Also cell to cell coverage between Dhaka and Khulna brought a number of other districts under coverage. 2000: Grameenphone started its services in Rajshahi, the education city of Bangladesh. Service also started in Sylhet and Barisal and thus all six divisional headquarters got the celluler network coverage for the first time Bnagladesh. August 2003: Grameenphone's subscribes base has become more than one million. Grameenphone became the first operator in the country to reach the million subscribers. November 2005: Grameenphone registered more than 5 million subscribers. November 5, 2006: Grameenphone crosses the 10 million subscriber mark after almost ten years of operation. September 20, 2007: Grameenphone reaches 15 million subscribers mark. June 2008: Grameenphone reaches 20 million subscribers landmark.

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CHANGING LOGO: On the November 16, 2006 GP formally changed its logo to match its parent company Telenor's logo. According to GP the new logo symbolizes trust, reliability, quality and constant progress. The name Grameenphone was kept as part of the new identity because the name Grameenphone carries with it all of the heritage, success and values of the company's past, added the then CEO of Grameenphone Erik Aas. ISSUEANCE OF SHARE: Grameenphone Company issued share in 2009. A short details sabout it is given below: Number of ordinary share Face value Premium Issuing value Total value 69,439,400 Tk. 10 Tk. 60 Tk. 70 Tk. 4860758000

Date of subscription start : 04/10/09 Date of subscription finish: 08/10/09. Introduction of 3G: Very soon Grameen Phone is going to introduce 3G.

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CHAPTER TWO:
Products and Services

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Products and Services:

The products of GrameenPhone can be characterized as follows: Post Paid Pre-Paid

Post Paid:
Under this system payment for mobile bill is made after a fixed period of time. And post paid scheme offers more facilities to the customers from view point of service, call rate and payment system. Under Post Paid Service there are 4 products:
1. XPLORE PACKAGE
2. BISINESS SOLUTION POSTPAID 3. GP PUBLIC PHONE

Pre Paid:
Under prepaid system there is no difficulty regarding paying bill, security deposits and line rents. To get benefit of this system a subscriber has to by the prepaid card which contains a code number. For subscribing he or she has to enter the code number in the mobile set successfully. Under Pre- Paid Service there are 4 products: K Keyword rd A S B D
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Products Aapon Shohoj Bondhu Djuice

Other Packages:

Handsets Internet International Roaming Mobile Services

Mobile Services:
I. II. III. IV. V. VI. VII. VIII. IX. X. XI. XII. XIII. XIV. XV. XVI.

Call Block Friends & Family Missed Call Alert Mobile Backup MMS Voice Mail Service Pay for Me Flexiload Balance Transfer Vehicle Tracking Welcome Tune Voice SMS International SMS International MMS Ebill Facebook SMS

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Xplore Postpaid Package: Features:

1 sec pulse from 1st minute onwards for all numbers except F&F 60 sec pulse from 1st minute onwards for F&F NWD calls: BTCL's Peak (8am - 10pm) & Off-peak (10pm - 8am) rate will be applicable for BTCL charge All figures are excluding VAT. 15% VAT will be applicable. BTCL Incoming is absolutely free for Xplore Line Rent: Tk.50/month (This fee too will be waived if the subscribers' monthly airtime usage exceeds BDT 450)
Current Price
t Price BDT 650 BDT 650 + Security Deposit (SD) BDT 3000*

CoConnection Type
E Xplore Postpaid (M2M, BTCL, NWD) Xplore Postpaid (M2M, BTCL, NWD) with ISD facility

Shohoj Package:

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Features: Price: BDT 149.00 Pulse: 60 Seconds Existing Smile and djuice package users can also migrate to Shohoj package A subscriber can also migrate to d-juice package from Shohoj package Current Promotions: Free Talk Time BDT 320 of which BDT 20 is preloaded with the connection. You will get rest of the talk time of Tk. 300 with a minimum recharge of Tk. 50 in every 30 days calculating from the date of purchase. The bonus talk time has a validity of 7 days. Tariff list:
T I Voice call SMS Incoming

Time

GP-GP

GP-GP

GP- Other Operators

Other Operators Tk. 0.79/min Tk. 0.50/SMS Free

24 Hours

Tk. 0.79/min Tk. 0.50/SMS Free

-O

Bondhu Package:

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Features:

7 FnF numbers at Tk 0.49/min. Free Talk Time BDT 50 of which BDT 20 is preloaded with the connection. You will get the rest of the talk time of Tk. 30 with a minimum recharge of Tk. 50 in the first month. Price: BDT 149.00

Tariff list: Time

7 FnF (Voice call) Voice Call SMS SMS (7 FnF) 24 Hours 24 Hours 24 Hours

GP-GP
Tk. 0.49/min Tk. 0.99/min Tk. 0.50/SMS Tk. 0.50/SMS

GP- Other Operators

Not Applicable Tk. 0.99/min Tk. 0.50/SMS Not Applicable

Aapon Package:

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Features:

Price: BDT 149.00 Pulse: 60 Seconds Number of FnF: 3 This bonus talk time has a validity of 7 days. To enjoy the facilities of Aapon Package you need to migrate the newly purchased Shohoj Package first. Existing Smile and djuice package users can also migrate to Aapon package A subscriber can also migrate to d-juice package from Aapon package

Tariff list:
Time Morning Time: (8 am12pm) Day Time: (12pm-4pm) Evening Time: (4pm-12 am) Night time (12am-8 am) 24 Hours 24 Hours GP-GP Tk. 1.25/min Tk. 0.49/min Tk. 1.25/min Tk. 0.49/min Tk. 0.49/min Tk. 0.50/SMS Tk. 0.50/SMS GP-Other Operators Tk. 1.49/min Tk. 1.49/min Tk. 1.49/min Tk. 0.99/min Not Applicable Tk. 0.50/SMS Not Applicable

Voice call

3 FnF (Voice call) SMS SMS (FnF)

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Internet packages:
1) Browsing: Grameenphone offers the most affordable internet packages for handset browsing. You can easily connect to internet by availing any of the internet packages offered by Grameenphone.
2) Minipack Pay Per Use (Max BDT 20/day) is for only prepaid

subscribers where Internet usage is chargeable at BDT 0.02/KB up to a maximum of BDT 20/Day, between 12am-11.59pm daily. Fair Usage Policy is applicable after crossing 10 MB usage for that day. Type P1 and send to 5000 to activate this Package or Dial *111*6# and follow the instructions. NO NOTIFICATION will be given in case of crossing 10MB usage. To check usage type info and send to 5000 or Dial *577*5#.
3) Package 1 (P1) is a pay-as-you-go offer which is applicable for Post

Paid subscribers only. For every kilobyte (KB) of data browsed, subscribers are charged BDT 0.02(excluding VAT). Type P1 and send to 5000 to activate this Package or Dial *111*6# and follow the instructions.
4) Minipack 15MB (P7) is an internet offer for pre-paid subscribers

with data browsing/downloading capacity up to 15MB @ BDT 29 (+VAT). This package has duration of 15 days starting from the date of activation. After using the full volume of 15MB or the expiration of validity period of 15 days (whichever comes first), the package will be automatically deactivated. However, a subscriber can repurchase 'Minipack 15MB' in any quantity anytime. To subscribe to Minipack 15MB, type P7 and send SMS to 5000 or Dial *111*6# and follow the instructions. NO NOTIFICATION will be given in case of volume expiration. To check usage type info and send SMS to 5000 or dial *566*1#.
5) Package 6 (P6) is an internet offer of 1 GB per month @ BDT

300+VAT. The package has a validity of 30 days (from the date of activation). After expiration of 1 GB, subscribers will be charged as BDT 0.0002/KB without VAT. After expiration of the 30 days validity, subscriber will be charged as BDT 0.02/KB without VAT for Postpaid and Minipack Pay Per Use (Max BDT 20/day) will be

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applicable for only prepaid subscribers. To subscribe to Package 6 (P6), type P6 and SMS to 5000 or Dial *111*6# and follow the instructions. This package is available for both prepaid and postpaid subscribers. NO NOTIFICATION will be given in case of volume expiration. To check Usage Type info and send SMS to 5000 or simply Dial *566*10#. A prepaid subscriber can repurchase P6 within the validity period and the remaining data volume is carried forward with the new P6 data volume.
6) Subscribers are free to choose any of the other Grameenphone internet

packages (i.e. P2, P3, P4, P5) for browsing internet over handsets. No SMS charge is applicable for activation, deactivation and usage query of internet services through 5000.

Summary of Internet Packages:

Packages
P1 (Minipack Pay Per Use) P1 (Pay as you Go) P2 (Unlimited)

Subscriber Type
Only Prepaid

Features Daily Maximum BDT 20 Unlimited Package with Fair Usage Policy Pay As You go Monthly Unlimited Package with Fair Usage Policy Night Time Monthly Unlimited Package with Fair Usage Policy (from 12am till 10am) Daily 150MB Package 3GB Volume Based Package for 30 Days 1GB Volume Based Package for 30 Days 15MB Volume Based package for 15 Days

SMS Activation

Usage Charge

Type P1 and send to 5000

*577*5#

Only Postpaid Both Prepaid & Postpaid

Type P1 and send to 5000 Type P2 and send to 5000

N/A N/A

P3 (Night Unlimited)

Both Prepaid & Postpaid

Type P3 and send to 5000

N/A

P4 (Daily) P5 (3GB) P6 (1GB) P7 Minipack 15MB

Prepaid Both Prepaid & Postpaid Both Prepaid & Postpaid Only Prepaid

Type P4 and send to 5000 Type P5 and send to 5000 Type P6 and send to 5000 Type P7 and send to 5000

N/A *566*10# *566*10# *566*1#

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News service
Now you can get latest news updates from 2000 via your mobile phone. Here you will get GP branded voice news as well as SMS alerts of bdnews24.com by SMS/dialing to 2000. Just choose the option convenient for you:

News Call:
Now you have the opportunity to subscribe for news call which gives you a call at evening & let you listen the news happened. SMS vn/vnews to 2000 & get news call every evening. To unregister SMS vn off/vnews off to 2000. Tariff: BDT 2.00/SMS for registration & BDT 1.00/news call.

Voice Based News Service:

Dial 2000 for voice based news service. You will get Bengali & English option to choose. You will get following segregated news: Headlines International Bangladesh Business Sports
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Districts News:
You will get following districts news by these direct dialing codes:
Name of Division Dhaka Manikgonj Gajipur Mymensingh Narayangonj Tangail Matharipur Jamalpur Dh aka Munsigonj Gopalgonj Sherpur Kishoregonj Norsinghdi Shariatpur Netrokona Rajbari Faridpur Khulna Bagerhat Chuadanga Jessore Jhenaidah District Code District Dial Code 200011 200012 200013 200014 200015 200016 200017 200018 200019 200020 200021 200022 200023 200024 200025 200026 Rajshahi 17 37 38 39 40 200027 200047 200048 200049 200050 Barisal Pabna Rajshahi Sirajganj Barguna Barisal 34 35 36 51 52 200044 200045 200046 200061 200062 Chittagong Name of Division District Code District Dial Code

01 02 03 04 05 06 07 08 09 10 11 12 13 14 15 16

Bandarban Rangamati Khagrachari Cox's bazar Chittagong Fani Noakhali Lakshmipur Comilla Brahmonbaria Chandpur Bogra Jaipurhat Naogaon Natore Nawabganj

18 19 20 21 22 23 24 25 26 27 28 29 30 31 32 33

200028 200029 200030 200031 200032 200033 200034 200035 200036 200037 200038 200039 200040 200041 200042 200043

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Khulna Kushtia Magura Meherpur Narail Satkhira Habiganj Maulvibazar Sylhet Sunamganj Sylhet

41 42 43 44 45 46 47 48 49 50

200051 200052 200053 200054 200055 200056 200057 200058 200059 200060 Rangpur

Bhola Jhalokati Pirojpur Potuakhali Dinajpur Gaibandha Kurigram Lalmonirhat Nilphamari Panchagarh Rangpur

53 54 55 56 57 58 59 60 61 62 63

200063 200064 200065 200066 200067 200068 200069 200070 200071 200072 200073

SMS based news service:

For news there are SMS based services like Push-pull & subscription based news services

Breaking News:
You can get breaking news service only by SMS b/break on to 2000 & get maximum 4 SMS/day. Subscription SMS BDT 2.00/SMS & Per alert BDT 2.00/SMS. And to deactivate, SMS b off/break off to 2000.

Breakfast News:

You can get Breakfast news service only by SMS m/bf to 2000 & get maximum 1 SMS/day. Subscription SMS BDT 2.00/SMS & Per alert BDT 1.00/SMS. For unregister,SMS m off/bf off to 2000.

Instant News:
You can enjoy instant news, SMS n/news to 2000 & you will get reply SMS with recent news (news push-pull service). BDT 2.00/SMS.
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Sports News:
You can get latest cricket, Football scores & Sports news via your Grameenphone mobile phone. Just choose the option convenient for you.

Voice Update:
For latest score updates, simply DIAL 2002 and Press 1 for cricket updates, 2 for ESPN sports update, 3 for Analysis. Tariff: BDT 2.0 per minute excluding VAT

Welcome Tune
Now you can let your friends listen to their favorite tunes every time they call you. Get Welcome Tunes on your Grameenphone Postpaid and Prepaid connections.

Benefits:
Play popular songs for as many friends as you like. Choose your song from the latest Bangla, Hindi and English hits, whacky sounds or pure instrumental and more. To purchase Welcome Tunes You can purchase Welcome Tunes in two ways:

Purchase through SMS:

Go to Message Option of the handset Type <WT> <Code> and send to 4000 Song will be added to My Gallery and you'll receive an SMS confirmation.

Purchase through IVR:

Dial 4000 & follow voice greetings

Welcome Tune Copy:

Copy Welcome Tune from any GP number! Just press ** when you hear Welcome Tune on a GP number. After the tune has been set to your GP number, you'll receive a confirmation SMS
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To deactivate Welcome Tunes temporarily:

Yes, Welcome Tunes can be temporarily deactivated. You have to do the following:

Through SMS:
Go to Message Option of the handset Type On/Off and send to 4000 If you temporarily deactivate your account, your purchased Welcome Tunes will not be deleted from My Gallery and you have to pay monthly fee.

To cancel the service permanently:

Yes, Welcome Tunes can be permanently deactivated. You have to do the following:

Through SMS:
Go to message option of the handset Type Stop and send to 4000 If you permanently deactivate your account, your purchased Welcome Tunes will not be deleted from My Gallery for 2 months.

Charges for Welcome Tunes ervice:

Charges for the service are as following: Monthly Subscription Fee: BDT 30 Weekly Subscription Fee: BDT 7.5 Song Purchase: BDT 15 SMS Charge: Free IVR Charge: BDT 0.75 per minute VAT Applicable

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Options for bonus:

Day

Day
th

TTotal Recharge echarge amount 50 50 50 50 50 50

amount

Bonus Amount and Disbursement Time

Amount and Disbursement time Tk. 50 on 31st Day of activation Tk. 50 on 61st Day of activation Tk. 50 on 91st Day of activation Tk. 50 on 121st Day of activation Tk. 50 on 151st Day of activation Tk. 50 on 181st Day of activation

1 to 30 day 31st to 60th Day 61st to 90th day 91st to 120th day 121st to 150th Day 151st to 180th day

st

Migration from pone package to another:

1 Valid Migration request (Valid key word and valid product) Thank you for your request. Please type Y and send to 4444 to confirm migration. To cancel your request type N and send to 4444. Conditions Apply. Confirmation SMS: Your subscription has been migrated to XX (dynamic as per request). You can again migrate after DD/MM/YY. Stay Close. Your F&F no 017aaaaaaaa, 017bbbbbbbb, 017cccccccc, 017dddddddd, 017eeeeeeee, 017ffffffff, 017gggggggg have been deactivated. Please reset your F&F numbers. Dear subscriber, your migration request has been cancelled. Stay Close. Dear subscriber, you are already enjoying the requested tariff plan. Please call 121 for details. Stay Close. Invalid request. Please call 121 for details. Stay Close. Invalid reply SMS text because there is no migration fee applicable.

Customer reconfirms the migration request by typing Y and sending the SMS to 4444.

Reply SMS about deletion of his/her existing FnF numbers after successful Migration.

4 5 6 7

Customer cancel the migration request by typing N and sending the SMS to 4444. Valid request but the subscriber is already enjoying the requested price plan. Inter product migration request (i.e. existing smile to existing djuice or vice versa). Sending Y/N without any migration request.

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CHAPTER THREE:
Customer Service Options

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CUSTOMER SERVICE OPTIONS:

Contacts:
As a valued subscriber of GP, you might require contacting us for any after sales service, service related queries and complaints. The followings are some useful contacts, which will help you with your queries regarding our products and services.

Hotlines - Useful & Simple Contact information:

Number
121

Description
Customer Service for Query

Charges
Tk 0.50 / Minute

158

Customer Service for Complaint

Free

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inst@bill.grameenphone.com

Get postpaid bill update instantly. Send mail with mobile nuber and Account ID number in subject with # as separator [e.g 017xxxxxxxx#1.1xxxxxxx ]

Free

Chat with Customer Service Live

ic-web.grameenphone.com

Free

01711594594

Hotline for calling from other operator numbers

As per operator's tariff

+8801710100121

Customer Service hotline for GP customers while in roaming

As per roaming networks tariff

01711880011 14

Business Solution Lead Hotline

As per callers product tariff

12111 121112 12112 121122 121131 121132 12121 121212 12122 121222 121231 121232 1200

Bill & Usage info: In Bangla Postpaid Bill Payment thru scratch card: In Bangla Welcome Tune Service menu: In Bangla Welcome Tune Service deactivation: In Bangla FnF Info: In Bangla Missed Call Alert Service: In Bangla Bill & Usage info: In English Postpaid Bill Payment thru scratch card: In English Welcome Tune Service menu: In English WT service deactivation: In English FnF Info: In English Missed Call Alert Service: In English Mobicash Service

Tk 0.50 / Minute Tk 0.50 / Minute Tk 0.50 / Minute Tk 0.50 / Minute Tk 0.50 / Minute Tk 0.50 / Minute Tk 0.50 / Minute Tk 0.50 / Minute Tk 0.50 / Minute Tk 0.50 / Minute Tk 0.50 / Minute Tk 0.50 / Minute Tk 2 / minute

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789

HealthLine

Tk.15 for 1st 3 minutes. After first 3 minutes: Tk.5/minute.

4000

WelcomeTune Service

Tk 0.75 / Minute Tk 15 for the first 3 minutes. Tk 5/minute from the 4th minute onward Tk. 0.50 / minute Free

2255

StudyLine

4040 4444

Music Radio Service Migration: Aapon, Bondhu, Shohoj, Baadhon, New Djuice

* All tariff mentioned here are 15 % VAT applicable

Reconnection:
Postpaid: Subscriber only has to fill the "Application for reconnection form". (In this case BTRC Form with other documents must exists in MCRS).No other documents like Photograph, Valid Photo ID, etc). Prepaid: Reconnection due to surrender and/ or disconnected from System: -Fill the BTRC Form and ask for required documents (Photograph, Valid Photo ID, etc).

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CHAPTER FOUR: Findings and Recommendations

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Findings

Grameen Phone as the market leader provides strong network base throughout the country. But very recently its network base has become weaker as compared to past as it has not increased its network base with its increase in customer. The products and packages that GP offers are very suitable to market. It offers a wide variety of packages and services. It also offers Internet Packages which are very popular. But the main problem regarding this is its slow speed. People sometimes become bored for its slow speed. The other services that it offers are also warmly accepted by people. There is dissatisfaction among the GP users with the service of the company. Many important factors are acting as reasons behind this overall dissatisfaction. Quality of airtime and network availability is not satisfactory. Grameen Phone connections are difficult to reach sometimes. It so happens that the subscribers used to pay extra money to get the access. This is especially true for prepaid service. It is encouraging that very recently situation has improved to a certain extent bases on the findings in this report. The Info Centers of GP are very important for some after sales services. But, there is shortage of capacity of this service The GP helpline is also an important customer care tool. But it is also in shortage of capacity. Subscribers need to spend significant amount of time to reach the helpline. Behavior of the helpline CM is also sometimes unmanageable. They are to handle continuous queries. So it may so happen at times the CMs cannot keep up smiling voice and amenable behavior. It is widely said that the tariff of GP is always higher compared to other operators. Tariff for internet packages is also higher than other operators. Customers costs for other services are also higher.
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Most of the subscribers are not happy with the billing rate of GP.They think it is too high in the context of Bangladesh, But they are still using the service

as GP is still more easily accessible. Many newer companies are coming up with the lower price; it is thus a great challenge to GP to face,

The promotional effort of GP is quite ok. But it is applicable only for its main products or packages. Though it offers a wide variety of services it doesnt undertake proper promotional efforts to promote those services.

Recommendations
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GP is the market leader in the telecommunication industry of Bangladesh. To sustain this position it has to retain its present customers as well as it has to gain new customers as the industry is widening day by day. But its high tariff is the main barrier in this regard. To sustain the position GP has to develop strong network base all over the country irrespective to city or town or village. It can go for massive promotional effort both for its main products as well as its other supportive services. The company can add new and sophisticated benefits and services such as introduction of 3G immediately. Finally the company can go through price cut. But it should be little bit as it will reduce the companys profitability as well as it will create a price war in the industry.

Conclusion

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Really Grameen Phone has conquered the heart of people especially of the rural people. It became possible only because of its network service. It contributes to the development of our country in a large extent. It is a great source of revenue for the government. Grameenphone is a truly transparent company that operates at the highest levels of integrity and accountability on a global standard.

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References
www.grameenphone.com www.scribd.com

Daily newspapers Magazines Other secondary sources

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Term Paper Report

On
GRAMEEN PHONE CUSTOMER SERVICE

Submitted To:
MRS.TUNAZZINA SULTANA Associate Professor Department of Marketing Studies & International Marketing University of Chittagong.

Submitted By:
SHEKH MD JAMIL BBA (4th Year) Class Roll: 5387 Exam. Roll: 2006/74 Session: 2005-2006 Department of Marketing Studies & International Marketing University of Chittagong.

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Date of Submission: April 18, 2011

LRTTER OF SUBMISION
Date: April 18, 2011 To Mrs. Tunazzina Sultana Associate Professor Department Marketing Studies & International Marketing University of Chittagong. Sub: Prayer to accept my term paper report. Dear Madam, I am glad to submit report on the specific topic as I have prepared as a partial requirement of the course. Now I am looking forward to your kind appraisal regarding this report. This report is done on Grameenphone customer service. I sincerely hope that, you will enjoy going through this report, as I have felt great pleasure to prepare it. If any other information is required for further clarification, I will be pleased to provide you with it. Finally, I would like to thank you for providing me the opportunity to work in such an interesting and enthusiastic report as I have enjoyed as well as learned a lot in working this report. Sincerely yours,

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(SHEKH MD JAMIL) 4TH YEAR, B.B.A EXAM ROLL: 2006/74 SESSION: 2005-2006 Department of Marketing Studies & International Marketing

University of Chittagong.

ACKNOWLEDGEMENT
At first, I would like to convey my heartiest gratitude to our honorable teacher Tunazzina Sultana, Associate Professor, Department of Marketing Studies & International Marketing, University of Chittagong, for her enthusiastic guidance and heartiest co-operation during period of preparing the report. My special thanks to the person who has provided me the necessary information in preparing this report. Especially I am grateful to the web site of GP and other related sites, which have provided various information and materials. Then at last I shall be grateful to those persons who read this report and who will get benefit from this report at present and in future Finally, thanks to Almighty Allah for showing his blessing on me in every way.

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Executive Summary
The report deals with an important topic described GRAMEEN PHONE CUSTOMER SERVICE. The principal objective of the report is to analyze the scope of customer service of GP, GPs products & services. As a market leader, GrameenPhone is continuously coming up with new ideas regarding its products and services. They specially concentrate on developing the best network backbone availabe in tele-communication industry we have now a days. At present Grameen Phone is serving about 28 million subscribers throughout the country. It offers a wide variety of packages like - Apon, Bondhu, Djuice Shohoj, Xplore. It also has other various mobile services and spatially Internet service which is very popular. The main reason behind its customer satisfaction is its strong network service. For customer service it maintains numerous customer service points at important places as well as in remote areas. All of the criticism that go against GP is its high tariff rate. Though GP has provided strong network but recently its network has became weaker as the number of subscribers is increasing compared to its network service. To sustain the present market GP should establish stronger network as well as through intensive customer services. It can also minimize its tariff a little bit.

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CONTENTS
Page No. Chapter One: Background of the study......................................................1-7 Objectives..........................................................................................................2 Methodology......................................................................................................2 Limitations of the study.....................................................................................3 Introduction........................................................................................................4 Vision of Grameen Phone..................................................................................5 Mission of Grameen Phone ...............................................................................5 Chronological Background................................................................................6 Chapter Two: Products and Services..........................................................8-22 Products and Services:.......................................................................................9 News service......................................................................................................17 Options for bonus...............................................................................................22 Chapter Three: Customer Service Options................................................23-26 Customer service options:..................................................................................24 Reconnection:....................................................................................................26 Chapter Four: Findings and Recommendations .......................................27-31 Findings.............................................................................................................28 Recommendations..............................................................................................30 Conclusion.........................................................................................................31 References..........................................................................................................32

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