Telstra – a prime example of what NOT to do in Customer Service
Telstra – a prime example of what NOT to do in Customer Service:
I pay my bills on time. All the time. I paid my last Telstra bill on time too. I owed about 140 bucks. I paid and got a receipt.
A week later I got a message telling me my account is overdue. Weird but I confirmed online and it said it was paid but also outstanding but the total was at zero. Double weird.
Got a new notice in the mail telling me my account will be suspended. Suspended? Wow…never been suspended before. Certainly doesn’t sound good at all. I better call Telstra.
I call Telstra and ask them what’s wrong. The customer service agent tells me nothing is overdue but my next bill is coming and I need to pay it. I ask why my account is still telling me it’s overdue and she says it is not. Clearly she is not listening to me. For you who don’t know me I’m pretty calm and I speak clearly. Anyway I ask again why my account tells me it is overdue because clearly it’s an error and I would like to have this fixed. She tells me it’s not overdue. Again… she is not listening to what I am saying.
I ask again and this time I explain it in detail so even a monkey would understand; but she replies it’s not overdue. But after 5 seconds of silence and I can hear her thinking and she says; “We are currently having technical issues online”.
Ok, fair enough but I have had this issue for about 2 weeks. To this she replies: “Oh yes! We have had this particular issue for exactly 2 weeks.”
I thank her and wish her a good day and hang up. Wow... I told the story to my team mate and he shook his head and laughed.
How to improve the customer experience to blow people's minds!
Is this the best Telstra can offer in terms of customer service? Not only do I have to wait for 17min on the phone and I’m already upset to wait and get to speak with such a smart person that truly understood me?
It’s too bad. I like Telstras mobile service but I dread every time I have a problem. Read this post about how to effectively improve customer service and make it fun and easy for people to call in about their problems. It’s so easy to fix so there is no excuse really.
Until Next Time – Stay hot. Stay Tuned.
Chris Bjorklund
I pay my bills on time. All the time. I paid my last Telstra bill on time too. I owed about 140 bucks. I paid and got a receipt.
A week later I got a message telling me my account is overdue. Weird but I confirmed online and it said it was paid but also outstanding but the total was at zero. Double weird.
Got a new notice in the mail telling me my account will be suspended. Suspended? Wow…never been suspended before. Certainly doesn’t sound good at all. I better call Telstra.
I call Telstra and ask them what’s wrong. The customer service agent tells me nothing is overdue but my next bill is coming and I need to pay it. I ask why my account is still telling me it’s overdue and she says it is not. Clearly she is not listening to me. For you who don’t know me I’m pretty calm and I speak clearly. Anyway I ask again why my account tells me it is overdue because clearly it’s an error and I would like to have this fixed. She tells me it’s not overdue. Again… she is not listening to what I am saying.
I ask again and this time I explain it in detail so even a monkey would understand; but she replies it’s not overdue. But after 5 seconds of silence and I can hear her thinking and she says; “We are currently having technical issues online”.
Ok, fair enough but I have had this issue for about 2 weeks. To this she replies: “Oh yes! We have had this particular issue for exactly 2 weeks.”
I thank her and wish her a good day and hang up. Wow... I told the story to my team mate and he shook his head and laughed.
How to improve the customer experience to blow people's minds!
Is this the best Telstra can offer in terms of customer service? Not only do I have to wait for 17min on the phone and I’m already upset to wait and get to speak with such a smart person that truly understood me?
It’s too bad. I like Telstras mobile service but I dread every time I have a problem. Read this post about how to effectively improve customer service and make it fun and easy for people to call in about their problems. It’s so easy to fix so there is no excuse really.
Until Next Time – Stay hot. Stay Tuned.
Chris Bjorklund
Labels: improving customer service, mobile plans in australia, telstra
posted by Chris Bjorklund at
12:43 PM
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