Questionaire for Ptcl Customer Service Management
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QUESTIONAIRE FOR PTCL CUSTOMER SERVICE MANAGEMENT Q1. What is the service process of PTCL step by step at its customer service outlet? From the customer entering to the outlet till the very last step? Also tell about the SMS complain service of PTCL? Q2. What is customer’s perception of the Service Quality Dimensions listed below? Any surveys that you can share? Reliability Responsiveness Assurance Empathy Tangibles Q3. Which of the following service gaps exist at PTCL and why? If not, then how to you ensure that this Gap is filled? Gap 1 – Not knowing what customers expect o Inadequate market research orientation o Lack of upward communication o Insufficient relationship focus Gap 2 – Not selecting right service design standard o Absence of customer driven standards o Inadequate service leadership o Poor service design Gap 3 – Not delivering to service standard o Deficiencies of human resource policies o Failure to match supply and demand o Customers not fulfilling roles Gap 4 – Mismatch between service and performance o Ineffective management of customer expectations o Overpromising o Inadequate horizontal communications
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Transcript of Questionaire for Ptcl Customer Service Management
QUESTIONAIRE FOR PTCL CUSTOMER SERVICE MANAGEMENTQ1. What is the service process of PTCL step by step at its customer service outlet? From the customer entering to the outlet till the very last step? Also tell about the SMS complain service of PTCL? Q2. What is customers perception of the Service Quality Dimensions listed below? Any surveys that you can share? Reliability Responsiveness Assurance Empathy Tangibles
Q3. Which of the following service gaps exist at PTCL and why? If not, then how to you ensure that this Gap is filled? Gap 1 Not knowing what customers expect Inadequate market research orientation Lack of upward communication Insufficient relationship focus Gap 2 Not selecting right service design standard Absence of customer driven standards Inadequate service leadership Poor service design Gap 3 Not delivering to service standard Deficiencies of human resource policies Failure to match supply and demand Customers not fulfilling roles Gap 4 Mismatch between service and performance Ineffective management of customer expectations Overpromising Inadequate horizontal communications
Q4. Where does PTCL fall on the Ansoff Matrix and why?
Q5. Who are the direct and indirect competitors of PTCL? Also if we do a perceptual mapping for PTCL and its competitors where will they lie?
Q6. What is the role of technology in enhancing service quality at PTCL? Share new automation procedures that help to improve the service experience for customers?
Q7. What methods/tools does PTCL use to conduct service quality researches? Example surveys, customer panels, mystery customers, complaint analysis, employee research. Can you share a research with us for academic purpose? Q8. Does PTCL have a research and development department? How much does it focus on enhancing customer experience? Please give some relevant examples that have been implemented in the recent years? Q9. Comparative Analysis of PTCL with other telecommunications in the industry?Q10. List of all range of products and services that PTCL offers?Q11. 25 most common customer complaints.Q12. Explain any 5 most complicated service recoveries by PTCLQ13. Organogram of PTCLQ14. Structure of customer service department of PTCL
