Virgin Mobile Case Study

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BHARATI AIRTEL Services Marketing Course Project Contents 1. Introduction to Bharti Airtel ................................................................................................................. 5 1.1 Future Prospects: ................................................................................................................................ 5 1.2 Concerns: ............................................................................................................................................ 7 2. 3. Customer Expectations of Service ........................................................................................................ 9 Customer Perception of Service ......................................................................................................... 11 3.1 Driving Customer Satisfaction .......................................................................................................... 11 3.2 Building Customer Relationship ........................................................................................................ 12 3.3 Service Encounters ............................................................................................................................ 12 3.3.1 How to Contact Airtel Customer Care ....................................................................................... 13 3.3.2 Airtel Toll Free Customer Care through Internet ....................................................................... 13 3.3.3 Airtel Toll Free Customer Care Phone Numbers ........................................................................ 13 4. 5. Understanding Customer Requirements ............................................................................................ 14 Service recovery

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