How Telstra Can Improve Customer Service

by Tim M on January 11, 2010

Dear Telstra,

I don’t have a huge problem with you, I think you’re great, honestly, I do.

However, your customer service stinks. I know David Thodey is on the warpath with this, so here’s some free constructive criticism for you. If you act on stuff like this, that causes real inconvenience for real people (not to mention most of it just doesn’t make sense), you’ll have a chance of ruling the mobile roost. Like I’ve said, the way forward isn’t locking people out, it’s getting more people in and making the pie bigger. Blue Ocean Strategy Telstra, Blue Ocean Strategy.

Hell, why not get crazy and sell/whatever the copper/legacy assets into a wholesale division (crazily called Telstra or Telecom Wholesale), then concentrate your R&D and engineering on ruling the mobile and FTTx roost.

  • When I bring a fully owned iPhone 3GS from another carrier, I do not expect to have to ring Customer Service to get voicemail enabled. Voicemail. WTF? Enabling voicemail would be ok if I was in 1956, but it’s 2010.
  • When I bring aforementioned fully owned iPhone 3GS from another carrier, I do not expect to have to log in to the web to download MMSs – it’s 2010, not 2000. When I ring to get MMS enabled, I really don’t want someone in Level 2 to be following a script to make sure I have MMS enabled in the settings. I want them to tell me what is wrong (I’m a senior telco engineer, I kinda know how to trouble shoot first).
  • When I ring customer service, I don’t expect to give them my mobile phone number, date of birth and name 3 different times. WTF? Hello CRM and soft hand offs.
  • When I bring my fully owned iPhone 3GS to your network, I want tethering enabled, for free, by default. I don’t want it to not work, and then to have to ring up to be told I need to upgrade the firmware to 3.1 to make it work, which will break a whole lot of things I have on there, when I know for a fact I can hack the current firmware to make it work.

Lazy customer service doth not a great company make.

David Thodey, if you want any more tips, drop me a line.

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