Business Communication Report: Airtel Lanka Customer Care Analysis

This report, prepared by Rishinika Perera for a Business Communication course, investigates the customer care practices of Airtel Lanka (Pvt) Ltd. It begins with an overview of the company, including its mission, vision, and values. The report then analyzes Airtel's customer care statement, strategies, and details of the system, standards, and staff standards. A key focus is on how Airtel collects, stores, and uses customer feedback through various methods. The report concludes with a discussion on the importance of customer retention and provides recommendations for continuous improvement in customer care, emphasizing the need to listen to customers, be proactive, practice honesty, and understand customer needs. The report draws on information from Airtel's website, Wikipedia, and Salesforce to support its analysis.

Airtel Lanka (Pvt) Ltd
Rishinika Perera
190920012

Table of Contents
Airtel Lanka (Pvt) Ltd...........................................................................................................1
Introduction............................................................................................................................................3
1 .General information’s about the Organization...........................................................................3
Bharti Airtel Lanka (Pvt) Ltd...........................................................................................................3
Mission................................................................................................................................................3
Vision...................................................................................................................................................3
Airtel Values........................................................................................................................................3
2. The organization’s statement and evaluation for customer care...................................................4
Organizations and the evaluation of the customer care strategy.......................................................4
3.Details of the System , Standard and Staff Standards.........................................................................5
4. How Customer Feedback is Collected, Stored and Used............................................................5
Conclusion..............................................................................................................................................6
Recommendation...............................................................................................................................6
Recommendation for ways to ensure continuous improvement on Customer Care.....................6
References...................................................................................................................................................7

Introduction
This report is been asked by the lecture Mrs. Rangani Bandara who conducted the
Communication: Business Communication (HP75 47) and this is an assessment based on an
investigative report which is been asked by the SQA program that, we as students doing the
program. This assessment is been written by Rishinika Perera, had done the investigative report
by my own effort.
1 .General information’s about the Organization
Bharti Airtel Lanka (Pvt) Ltd
Airtel is the brand name of mobile network operator, Bharti Airtel Lanka (Pvt) Ltd, the Sri
Lankan subsidiary of Indian multinational telecommunications company Bharti Airtel. The
company was awarded a mobile phone operator license in 2006 and was scheduled to start
operations in early 2007, however the company didn't commence services until 12 January 2009.
Airtel has over 2.9 million active subscribers as of March 2020. (wikipedia)
Bharti Airtel Lanka commenced commercial operations of services in Sri Lanka in 2009 and was
the fastest operator to reach 1 million customers. The Airtel Lanka offering of technology
innovation and service excellence has seen rapid adoption rates among the Sri Lanka youth.
Registered under the Board of Investment in Sri Lanka, Airtel Lanka provides digital mobile
services which includes voice, data and enterprise solutions and currently ranked the fastest 3G
mobile network provider in Sri Lanka. (airtel b. )
Mission
Hunger to win customers for life
Vision
Our vision is to enrich the lives of our customers. Our obsession is to win customers for life
through an exceptional experience.
Airtel Values
 Alive
 Inclusive

 Respect
2. The organization’s statement and evaluation for customer care
Organizations and the evaluation of the customer care strategy
Quality Customers
 Delivery of Differentiated Service
 Accelerate B2B
 Own the Home
Brilliant Experience
 From Speed to Experience
Services at Scale
 Combine our Digital Assets into 1 Lifestyle Consumer App
Micro Marketing
 Track and Drive Performance at a District Level
 Simultaneously grow the Online channel
Simplify
 Digitize our business
War on Waste
 Smart Deployment
 Smart Procurement
 Share Infrastructure

3.Details of the System , Standard and Staff Standards
Bharti Business Associates means all entities and individuals who supply products, equipments,
material or provide services of various types to BHARTI under a contract, agreement or
arrangement and also includes agents / representatives and employees of such business associate
(“Business Associate”). Business Associates represent BHARTI in interactions with the
customers and at times perform critical operations or functions for Bharti. This requires that
Business Associates achieve and maintain high legal and ethical standards while providing
services or supply of products at all times. In turn BHARTI strives for long-term relationships
built on a spirit of mutual trust and co- operation with its Business Associates. If a business
associate acts in a manner that undermines or compromises the Code, and such actions have the
effect, or potentially may have an adverse impact on the reputation and good will of BHARTI,
BHARTI may take appropriate action including termination of business relationship and
cancellation of all contracts entered into with such Business Associate. Business Associates who
are members of a regulated profession may also be subject to inquiry/ investigation by the
professional body if their actions breach the standards of professional conduct, performance,
propriety and ethics, and may not act in any capacity as a business associate until the issue is
resolved by such professional body. (bharti)
4. How Customer Feedback is Collected, Stored and Used
Airtel (Pvt) Ltd collects there customer feedback by collecting the feedback form which is been available
online on the airtel web site and also gives the form when the priority customers comes into their
company or arcade, this can be quantitative or qualitative information, like different methods that the
airtel can collect , store and use feedback with , Questionnaires(postal , online question forms , face-to-
face or by telephone), interviews(individual face-to-face or by telephone, group interviews) , consumer
panels , observation(recording , watching or audits) and experiments. And the way airtel company store
the feedback forma is , collecting department or the HR department collects the forms and are been
stored in the computer as a file and then they use the feedback form as a hard copy document , send it
all to the head office , to develop the customer requirements that the customers think which has to be
improved. (airtel)

Conclusion
An important objective of the business in therefore to retain its existing customer base. In today’s
business climate many products or services are similar , making it more difficult to show how
one product or service is different from another , For a business to stand out from competitors it
may consider using other promotional activities to add extra value to the product , which could
involve providing a good customer service. Customer’s service is concerned with keeping the
customer happy, reliability and value. And the information’s which is provided in the above
paragraphs are important and the future improvements for customer care should be made for a
good quality customer care.
Recommendation
Recommendation for ways to ensure continuous improvement on Customer Care
Every business has a different customer base, with different expectations. However, there are a
few practices that, when followed, can improve customer satisfaction regardless of industry.
 Listen to customers. In order to give customers what they want, you have to know what
they want
 Be proactive. That tracking becomes important when it comes to avoiding crises, or even
simply reaching out to customers in a positive way.
 Practice honesty and manage expectations in marketing
 Understand your customers. (satisfaction)

References
airtel. (n.d.). https://en.wikipedia.org/wiki/Bharti_Airtel#Airtel_India.
airtel, b. (n.d.).
bharti, a. (n.d.). https://www.airtel.lk/about/index.html.
satisfaction, c. (n.d.). https://www.salesforce.com/products/service-cloud/best-practices/how-to-
improve-customer-satisfaction/.
wikipedia. (n.d.). https://en.wikipedia.org/wiki/Airtel_Sri_Lanka.
https://lmd.lk/airtel-lanka/