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, 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: