[LINK] Telstra Customer Service
stephen at melbpc.org.au
stephen at melbpc.org.au
Thu May 27 23:30:43 AEST 2010
"Thats a change: Telstras new customer service initiatives"
By David Thodey (Telstra Chief Executive Officer)
Today Im announcing new initiatives to improve the way we serve you, our
As you know, one of our key priorities is to improve customer service and
satisfaction. Over the past year weve had formal feedback programs and
listened to more than 700,000 Australians both customers of Telstra and
of our competitors who have told us how theyd like service to improve.
Our effort to really listen and respond to feedback is just one of the
ways that change is afoot at Telstra.
Because you have busy lives, well offer appointments on weekends.
Customers in metro areas and some regional centres will be able to pre-
book Telstra technicians to visit their homes on weekends to connect or
repair fixed line or BigPond cable services. And, were looking to expand
this service into other products in the future.
Were making it easier for customers who call us by simplifying the
steps they need to take to speak to the right consultant.
Were making it easier for customers to tell us whats wrong. If our
consumer or small business customers have trouble getting a problem
fixed, they can call us and say complaint, and then be connected to
specially trained staff who will help put it right.
Because your time is valuable, well trial a service that gives
customers the option of having us call them back if queues prevent us
speaking to them fast.
What we have been doing to improve customer service
Already we have -
invested millions of dollars more into training customer-facing staff
put more front-line people into complaints handling and established a
program to systematically fix the root causes of problems
established a dedicated team to manage all service changes from start to
finish when consumers move house
And we have improved the value of Telstra products with new bundles that
give discounts to consumers, new fixed and wireless broadband pricing
with increased data allowances and no excess usage on most plans, and
better value small business pricing and data allowances.
We also dropped the $2.20 administration fee for bill payments made over-
the-counter or by mail.
What else can we do?
We know there is plenty more for us to do and we are going to keep
listening to your feedback.
Please let me know your thoughts and keep posting your suggestions below.
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