Telstra CEO announces new Customer Service initiatives

Telstra CEO David Thodey spoke this morning with Ray Hadley on 2GB where he announced that Telstra customers can now book apointments for Telstra technicians to visit on weekends,...

Telstra CEO David Thodey spoke this morning with Ray Hadley on 2GB where he announced that Telstra customers can now book apointments for Telstra technicians to visit on weekends, as well as simplifying the telephone menu system and offering to call people back!

It’s almost common sense, and sounds like David Thodey has absolutely realised that Telstra need to lift their game.  Telstra have a great product, excellent service, good speeds, however a LOT of people seem to walk away from Telstra because of their dis-satisfaction with the service.

more follows….

Having technicians coming to your home during the week is simply not possible for many people, so by announcing that Telstra will have weekend bookings for Technicians services it sounds like Mr Thodey has made some big steps.

You won’t be able to get a specific time still – just the two options of 9-12pm or 1-5pm.  That’s a huge start.

Plus, they will call you before they come to your home so you if you are out, they you can pop back home to meet the technician.

Telstra may struggle to meet demands for this new service, so it will be interesting to see how this operates.

There are no plans to bring back on-shore all the call centre services, but the call centre operations are always being reviewed for satisfaction.

Sure, David Thodey sounds genuine, and this is a good move – fingers crossed this converts to more positive news for them in the future.

It seems to me Telstra have had some sort of massive off-site day where they realised they were disappointing customers with service levels, and also not as competitive on the pricing levels.  Over the recent months we’ve seen new plans, better prices and generally a better attitude.

It’s a good news story, one to revisit in a few months to see how satisfaction levels sit.

UPDATE:

Full Telstra Announcement below:

Telstra tech service seven days a week
Telstra customers can now book appointments on weekends after the company announced a series of new initiatives to improve customer service.
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.
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Trev produces two of the most popular technology podcasts in Australia, Your Tech Life and Two Blokes Talking Tech. He hosts a nightly radio show on Talking Lifestyle, 8pm Monday to Friday in Sydney, Melbourne and Brisbane, appears on over 50 radio stations across Australia weekly, and is the Tech Expert on Channel 9’s Today Show and A Current Affair. Father of three, he is often found down in his Man Cave. Like this post? Buy Trev a drink!
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    […] This post was mentioned on Twitter by wendy phillips, Trevor Long. Trevor Long said: Telstra getting serious about Customer Service – http://bit.ly/900wMa – more smart changes at Telstra from David Thodey […]

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