Telstra shocker – we’re going to start looking after customers
Dr Mumbo is delighted to see that Telstra has hit on a dramatic new customer service policy. It’s going to have one.
The revelation from new boss David Thodey comes in today’s Sydney’s Daily Telegraph.
Thodey was due to tell staff in a speech today:
“We’ve all heard the war stories from customers disappointed about the telstra experiences. Sometimes we are told these stories by our friends, family or acquaintances at barbecues, coffee shops or in the pub.”
Hey, seeing is believing. Walk the talk Telstra.
“Disappointed” ?!?
How about “on the verge of running amok semi-automatic weapon”?
(Can I be arrested for saying that?)
I meant to say, “on the verge of running amok with a semi-automatic weapon”
My hands were trembling with rage. Apologies.
yeah, pigs fly…..
Is it April Fools Day and i didn’t notice?
No, not the case so you might want to check your sources as they appear to be having you on!
Fairly sure Sol said the same thing when he first got his job. Wouldn’t read too much into this.
As an ex-employee, I can tell you that Telstra has always paid lip service to “putting the customer first,” and Julian is right, Sol did say the same thing.
The key to good customer service is to let customer service operators do their job. Customer service reps are hamstrung in by excessive targets and bad processes.Telstra performance-manages people out if they don’t sell enough product, which means that customers with complex inquiries that do not result in a sale get fobbed off, and their issues remain unresolved.
Until Telstra gets rid of it performance management regime, the problems will remain. Thodey has already said that he wants to pay people based on their performance, not “just for turning up.” Telstra customers should be very worried by this. Telstra measures the performance of customer service staff by measuring how much they sell; it has nothing to do with what service they provide.
Having just spent the better part of three hours on the phone over three weeks to get a phone moved from an old to a new address, only to have it arrive a week later than expected, and now waiting while they change my address (it’s into its 20th minute)… Telstra must be one of the worse companies in Australia.