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A WORKING REPORT ON CUSTOMER SERVICE (EDGE AND BLACKBERRY SERVICES) OF COMMERCIAL DIVISION, GRAMEENPHONE LTD.

by Safat Al Mamun Rono ID: 0820580

An Internship Report Presented in Partial Fulfillment of the Requirements for the Degree of Bachelor of Business Administration

INDEPENDENT UNIVERSITY, BANGLADESH December, 2011

A working report on customer service (EDGE and Black Berry services) of commercial division, Grameenphone Ltd.

A WORKING REPORT ON CUSTOMER SERVICE (EDGE AND BLACKBERRY SERVICES) OF COMMERCIAL DIVISION, GRAMEENPHONE LTD.

by Safat Al Mamun Rono ID: 0820580

has been approved December, 2011

Mr. Chowdhury Rajkin Mohsin Senior Lecturer School of Business Independent University, Bangladesh

December 07, 2011

Mr. Chowdhury Rajkin Mohsin Senior Lecturer School of Business Independent University, Bangladesh Subject: Submission of the internship working report. Dear Sir, I am hereby submitting my internship report. The last 3 months has been the most fabulous learning experience for me. Without your guidance and help this learning experience would not have been the way it has been.

I have tried my level best to come up with as well written and informative report as possible. However, because of the confidentiality policy of Grameenphone Limited it has not been possible to put as many data and information as I would have liked to.

So, I, therefore hope that, you will find it in order and if you have any query related to my intern report, please don’t hesitate to call me. I am grateful for your invaluable advice and kind co-operation. Hope you enjoy reading the report just as much I enjoyed writing and working for the report. With best regards Safat Al Mamun Rono ID: 0820580 Independent University, Bangladesh

Acknowledgement

All praises are due to Almighty Allah who enabled me to complete this report. This report entitled the overview of a working report on customer service (EDGE and Black Berry services) of commercial division, Grameenphone Ltd. First and foremost to my internship supervisor Instructor Mr. Chowdhury Rajkin Mohsin for his invaluable guidance, encouragement and suggestions throughout period of this period without which it would have not been possible to complete and submit this working report. I am deeply indebted to my colleague Saif Ullah Shipon (+082402), Md. Ashiful Islam (+081891), Md. Ali Khan (+082438), Asif Ibne Matin (+082413) and Imtiaz Mohammad (+082395) without whom this report would not have been a success. Their invaluable suggestion and information have taught me much and as a result my experience has been many folds better than it might have been. I am also indebted to Alamgir Md. Shahidullah (Manager, 6th Opp. Contact Center) along with Philip Parag Sen (Manager, 6th Opp. Contact Center), Shah Mohammad Alam (Manager, 6th Opp. Contact Center), Shahin Akter (Manager, 6th Opp. Contact Center) who had provided me with invaluable insights about GP CS system Their invaluable suggestion and information have taught me much and as a result my experience has been many folds better than it might have been. Equally I would also like to express my sincere gratitude and indebtedness to the authority of Independent University, Bangladesh for their kind co-operation.

Table of Content No. 1. 2. 3. 4. 5. 6. 7. 8. 9. 10. 11. 12. 13. Topics This is Grameenphone Year wise company profile Departmental chart with scope of work Financial highlights Working experience at GP-CS (Grameenphone customer service) Assigned responsibilities Troubleshooting assigned work for EDGE Troubleshooting process for BlackBerry Relationship & evaluation process with the Supervisor Problems at Grameenphone Recommendation Conclusion References Page 1 2 4 5 10 10 11 12 13 14 15 18 19

Appendix No. 1. 2. Topics Procedure for EDGE services: Screen shots Year wise contribution to National Exchequer as of December 31, 2010

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