Telstra has come to the realisation that customers may not be available during business hours and now allows customers to book service appointments for weekends.
Telstra also announced it will simplify the voice systems available to customers who call the company, and is trialling a service to call customers back if telephone queues delay them speaking to a consultant.
“Improving the service we offer customers is Telstra’s highest priority, and today’s initiatives will help us do that,” Chief Executive Officer, David Thodey, said today.
“In the past year we have invested millions more in frontline staff, established a new team to help our customers who move house, abolished an unpopular fee to pay bills over-the-counter, and implemented a staff bonus scheme that rewards improvements in customer satisfaction,” he said.
As part of the new initiatives unveiled today –
- Customers in metropolitan and some regional areas can book to have their fixed line or BigPond cable service installed or repaired on weekends.
- Customers who have an unresolved problem can call Telstra and say ‘complaint’ and will be transferred directly to a specially trained consultant to resolve the issue.
- For consumers and small business customers who call Telstra we’re making it easier to speak to the most appropriate consultant.
- Customers who face extended telephone queues will trial the option of leaving a message and having Telstra return their call later.
Mr Thodey said the changes were recommended by company employees and more than 700,000 Australians whose experience had been formally tracked as part of the company’s customer service program.
“These changes are about demonstrating respect for our customers and their time, and not taking their choice of provider for granted,” Mr Thodey said.
“We know our customers have busy lives, which is why we are giving them the option of weekend appointments as well as making it easier to speak to the right consultant and trialling the call-back service.”
Mr Thodey said he would implement further changes over the coming months as part of his program to improve customer satisfaction.
