Telstra plans to open 100 new stores featuring a simpler range of products than its current city stores. They also plan to sell TVs packed with content and application options, along with accessories “tailored to suit local markets,” according to CEO David Thodey.”Our existing stores welcome around 30 million customer visits each year, and this initiative means our retail outlets will now appear in even more locations, making it easier and more convenient for customers to interact with us,” Thodey said.
He also unveiled plans for a new online customer service unit, a move designed to turnaround Telstra’s deteriorating customer service ratings.
But don’t expect to be speaking to a human operator anytime soon. The unit, headed by Gerd Schenkel, recruited from an NAB online banking service, will operate online self-service platforms that “give customers the option of performing many transactions with Telstra online using their computer or mobile devices, rather than speaking to agents over the phone,” said Thodey.