As part of the Telstra’s new initiatives to improve customer service, Telstra customers will now be able to book appointments on weekends. Voice systems available to customers will also be simplified, and a trial is underway of a customer call-back service if telephone queues delay them speaking to a consultant.
Chief Executive Officer, David Thodey, said, “Improving the service we offer customers is Telstra’s highest priority, and today’s initiatives will help us do that.
“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.
The new initiatives unveiled today will offer the following benefits:
- Weekend installation or repair of fixed line or BigPond cable services for customers in metropolitan and some regional areas.
- Customers with an unresolved problem can call Telstra and say ‘complaint’ and will be transferred directly to a specially trained consultant to resolve the issue.
- Consumers and small business customers that Telstra will find 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.”
As part of his effort to improve customer satisfaction, Mr Thodey said additional changes will also be implemented over the coming months.
