Airtel, Jio and Vi Must Do This to Win Over Customers: Opinion

Bharti Airtel, Reliance Jio, and Vodafone Idea (Vi), the three private telecom operators in India, have a big challenge in giving satisfactory services to all consumers. There’s a phrase that goes – “You can’t make everyone happy”, and with hundreds of millions of users, it becomes even more relevant for the telcos. The telecom operators are service providers, and all they look to do is provide services better than their competitors to earn more.

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Note that the goal of the operators is likely to outshine the competitors, so if the competitors are weak, the services of the leading telco are likely going to be slightly better than weak. In simple words, the ecosystem of telecom services matters a lot because it sets the tone for the operators to offer the kind of services they are offering. So, if the ecosystem is a little weak, even the best operator would be offering slightly weak services.

There’s one thing that the telcos can do to win over their customers with a sense to provide the best services. Bharti Airtel, Reliance Jio, and Vodafone Idea (Vi) all have an area where they can improve – customer care service.

After-sales service or customer care service actually matters a lot when you are valuing a business and its performance. Everyone makes mistakes, and inconsistencies are inevitable. What matters is how quickly and in a painless manner can you resolve that issue. If you go on Twitter today, there are thousands of complaints every day about the services of all the telcos, including Bharat Sanchar Nigam Limited (BSNL).