Comments on: Lessons in customer service http://exchange.telstra.com.au/2009/12/21/lessons-in-customer-service/ What's Your View? Fri, 10 Feb 2012 00:32:55 +0000 hourly 1 http://wordpress.org/?v=abc By: Brendan - [Your Community Manager] http://exchange.telstra.com.au/2009/12/21/lessons-in-customer-service/comment-page-1/#comment-43334 Brendan - [Your Community Manager] Wed, 26 Jan 2011 23:25:14 +0000 http://exchange.telstra.com.au/?p=1346#comment-43334 Hi Vicki. I have asked for a local CSR to call you asap. Cheers, Brendan. Hi Vicki. I have asked for a local CSR to call you asap. Cheers, Brendan.

]]> By: vicki james http://exchange.telstra.com.au/2009/12/21/lessons-in-customer-service/comment-page-1/#comment-43258 vicki james Wed, 26 Jan 2011 13:44:14 +0000 http://exchange.telstra.com.au/?p=1346#comment-43258 hey Tom...i agreed...i also encountered consultant from Manila Phillipines ...they are bunch of hopeless consultant... i called today for my account ....and i transfered to three different filipino consultants and the last said to me to call back within 15 mins because they cannot retrieve my account ...bloody hell they need a training... hey Tom…i agreed…i also encountered consultant from Manila Phillipines …they are bunch of hopeless consultant… i called today for my account ….and i transfered to three different filipino consultants and the last said to me to call back within 15 mins because they cannot retrieve my account …bloody hell they need a training…

]]> By: vicki james http://exchange.telstra.com.au/2009/12/21/lessons-in-customer-service/comment-page-1/#comment-43256 vicki james Wed, 26 Jan 2011 13:26:33 +0000 http://exchange.telstra.com.au/?p=1346#comment-43256 Graeme i have similar issue to you ...i asked them to transfer my foxtel to my telstra account.. i forget to mention that i just installed by homeline budget with 100 gb for $99/mon ...my very first current bill was $380 something dollars i was shocked . called telstra pass to different dept...i got consultant who never listen to what i am saying ...only what i wanted is to itemized my bills and to find out why...i have a comment from the consultant that i am confused and always first charges is a big bills...i was in tears ...im struggling to communicate with consultants... Graeme

i have similar issue to you …i asked them to transfer my foxtel to my telstra account.. i forget to mention that i just installed by homeline budget with 100 gb for $99/mon …my very first current bill was $380 something dollars i was shocked . called telstra pass to different dept…i got consultant who never listen to what i am saying …only what i wanted is to itemized my bills and to find out why…i have a comment from the consultant that i am confused and always first charges is a big bills…i was in tears …im struggling to communicate with consultants…

]]> By: Robert of Pennant Hills http://exchange.telstra.com.au/2009/12/21/lessons-in-customer-service/comment-page-1/#comment-42713 Robert of Pennant Hills Sun, 23 Jan 2011 23:07:53 +0000 http://exchange.telstra.com.au/?p=1346#comment-42713 Telstra are back in the goodbooks with me again - after striking a couple of no-hopers - especially one who seemed to be saying you will simply have to ware the excess charges- we are right - you are wrong - all is well again. Lrsson- if you are convinced you are right and can't get it fixed online put in a written complaint and have it followed up. HOWEVER THIS IS THE FIRST TIME I HAVE HAD A COMPLAINT IN ABOUT 40 YEARS WITH TELSTRA - THIS ISNT GOOD SERVICE ITS BLOODY EXCELLENT SERVICE. Telstra are back in the goodbooks with me again – after striking a couple of no-hopers – especially one who seemed to be saying you will simply have to ware the excess charges- we are right – you are wrong – all is well again. Lrsson- if you are convinced you are right and can’t get it fixed online put in a written complaint and have it followed up. HOWEVER THIS IS THE FIRST TIME I HAVE HAD A COMPLAINT IN ABOUT 40 YEARS WITH TELSTRA – THIS ISNT GOOD SERVICE ITS BLOODY EXCELLENT SERVICE.

]]> By: Robert of Pennant Hills http://exchange.telstra.com.au/2009/12/21/lessons-in-customer-service/comment-page-1/#comment-38528 Robert of Pennant Hills Thu, 30 Dec 2010 13:24:18 +0000 http://exchange.telstra.com.au/?p=1346#comment-38528 Although Telstra may present talks and write articles about good service their whole culture is built around a poor service model. Start with the call in system- lots of questions- often really irrelevant and not well thought out. Speak to three operators and get three answere- good indications of poor training. Other organisations- customer is always right - in my case comments from Telstra support like its only a three dollar overcharge per month I dont know what your are worried about . Lines of responsibility not clearly drawn and as a result Telstra palms off the problem to foxtel and foxtel returns you to incompetent telstra operators. Opinion products good and inproving just get rid of some of the people (about 10%) - lot of the people also good. Although Telstra may present talks and write articles about good service their whole culture is built around a poor service model. Start with the call in system- lots of questions- often really irrelevant and not well thought out. Speak to three operators and get three answere- good indications of poor training. Other organisations- customer is always right – in my case comments from Telstra support like its only a three dollar overcharge per month I dont know what your are worried about . Lines of responsibility not clearly drawn and as a result Telstra palms off the problem to foxtel and foxtel returns you to incompetent telstra operators. Opinion products good and inproving just get rid of some of the people (about 10%) – lot of the people also good.

]]> By: Brendan - [Your Community Manager] http://exchange.telstra.com.au/2009/12/21/lessons-in-customer-service/comment-page-1/#comment-24365 Brendan - [Your Community Manager] Thu, 21 Oct 2010 23:42:17 +0000 http://exchange.telstra.com.au/?p=1346#comment-24365 Hi Lucy, Thanks for getting back to me with all the info I requested (and more :-)). I have now forwarded this to the appropriate team and you'll get a call asap. Brendan. Hi Lucy, Thanks for getting back to me with all the info I requested (and more :-) ). I have now forwarded this to the appropriate team and you’ll get a call asap. Brendan.

]]> By: Lucy http://exchange.telstra.com.au/2009/12/21/lessons-in-customer-service/comment-page-1/#comment-24296 Lucy Thu, 21 Oct 2010 13:06:10 +0000 http://exchange.telstra.com.au/?p=1346#comment-24296 Well, I dont even know where to start..... in a nutshell, in 2008 I had internet account with BigPond. Sometime in Sep-Oct I received a bill that was way over my usual, even though I didn't use the internet any more than usual. I have phoned them several times but got nowhere. They then started to send me 'threatening' letter that they will disconnect my account. Up to that point I decided I no longer wanted account with them so phoned up again, only to be passed from one person to another, kept on the phone for about hour and half, and...surprise surprise, I got nowhere. Tried this a few times. Each time was kept on the phone over an hour at least. Not got anywhere. I gave up. I then tried another approach and sent them a letter, actually several letters in the end.As I they all were complaints (and I was requesting an investigation into why my bill was so high) I am assuming they ended up in garbage bin. I did not get a response once. I then left Melbourne in December 2008 to go overseas. I then tried to send a few emails only to be told that I have to contact their Debt department. I did so (calling from UK!!!!) another hour on the phone, cost me fortune as overseas call, and yet got nowhere. I all but given up on them since. Yesterday I got a message from my previous housemate that I have received few letters advising me that they are taking legal action now... Huh?? I cannot even begin to describe how angry I am now as they are now making me the 'bad guy' yet this is absolutely no fault of mine that they are so useless and I actually DID try to resolve the issue! I honestly don't know what I can do now? I refuse to pay the outstanding balance as it is not my fault? Well, I dont even know where to start….. in a nutshell, in 2008 I had internet account with BigPond. Sometime in Sep-Oct I received a bill that was way over my usual, even though I didn’t use the internet any more than usual. I have phoned them several times but got nowhere. They then started to send me ‘threatening’ letter that they will disconnect my account. Up to that point I decided I no longer wanted account with them so phoned up again, only to be passed from one person to another, kept on the phone for about hour and half, and…surprise surprise, I got nowhere. Tried this a few times. Each time was kept on the phone over an hour at least. Not got anywhere. I gave up. I then tried another approach and sent them a letter, actually several letters in the end.As I they all were complaints (and I was requesting an investigation into why my bill was so high) I am assuming they ended up in garbage bin. I did not get a response once. I then left Melbourne in December 2008 to go overseas. I then tried to send a few emails only to be told that I have to contact their Debt department. I did so (calling from UK!!!!) another hour on the phone, cost me fortune as overseas call, and yet got nowhere. I all but given up on them since. Yesterday I got a message from my previous housemate that I have received few letters advising me that they are taking legal action now… Huh??
I cannot even begin to describe how angry I am now as they are now making me the ‘bad guy’ yet this is absolutely no fault of mine that they are so useless and I actually DID try to resolve the issue!
I honestly don’t know what I can do now? I refuse to pay the outstanding balance as it is not my fault?

]]> By: grace http://exchange.telstra.com.au/2009/12/21/lessons-in-customer-service/comment-page-1/#comment-16720 grace Wed, 08 Sep 2010 02:38:59 +0000 http://exchange.telstra.com.au/?p=1346#comment-16720 I am not happy with Telstra's Customer Service as well. Last month, I upgraded my plan with $138 per month with unlimited call plus internet and T-Box. Then I was been told that the T-BOX will deliver to me in three days. I was waiting and waitng for two weeks then nothing delivered to me. Then I called to the Telstra ask for it and staff transfered me somewhere who charges this problem I was waiting for nearly an hour for this bloody service. Are they have another obligation to upgrade customer's patience level? No idea. and one week later, I received the call from the Telstra and told that they found the T-Box that will deliver to me in three days then one week has gone, I finally receive the T-box. It drives me crazy to waiting for T-box for nearly one month. I don't know if other people have the same experience as me? and how efficient and effective for this business or are they really care about customers? I am not happy with Telstra’s Customer Service as well. Last month, I upgraded my plan with $138 per month with unlimited call plus internet and T-Box. Then I was been told that the T-BOX will deliver to me in three days. I was waiting and waitng for two weeks then nothing delivered to me. Then I called to the Telstra ask for it and staff transfered me somewhere who charges this problem I was waiting for nearly an hour for this bloody service. Are they have another obligation to upgrade customer’s patience level? No idea. and one week later, I received the call from the Telstra and told that they found the T-Box that will deliver to me in three days then one week has gone, I finally receive the T-box. It drives me crazy to waiting for T-box for nearly one month. I don’t know if other people have the same experience as me? and how efficient and effective for this business or are they really care about customers?

]]> By: Lachie. http://exchange.telstra.com.au/2009/12/21/lessons-in-customer-service/comment-page-1/#comment-15539 Lachie. Wed, 25 Aug 2010 07:21:19 +0000 http://exchange.telstra.com.au/?p=1346#comment-15539 Telstra, I have a quick question... Recently, I became aware of the face that my home is on a pair gain system, and therefore is incapable of receiving ADSL2+. This is no longer an issue, as I have bearable 3G Wireless. However, I can't fathom why myself and my neighbours, who effectively have halved phone lines with lesser capabilities, are still paying for full line rental, at the same rate as people not on pair gain. How is it fair for you to sell the one phone line twice by cutting it in half, and screwing over both parties involved? Telstra,

I have a quick question…
Recently, I became aware of the face that my home is on a pair gain system, and therefore is incapable of receiving ADSL2+. This is no longer an issue, as I have bearable 3G Wireless.

However, I can’t fathom why myself and my neighbours, who effectively have halved phone lines with lesser capabilities, are still paying for full line rental, at the same rate as people not on pair gain.

How is it fair for you to sell the one phone line twice by cutting it in half, and screwing over both parties involved?

]]> By: Steve http://exchange.telstra.com.au/2009/12/21/lessons-in-customer-service/comment-page-1/#comment-13895 Steve Fri, 13 Aug 2010 00:29:20 +0000 http://exchange.telstra.com.au/?p=1346#comment-13895 Dear Kristen and Mike I am a telstra shareholder. You know the ones who keep losing money because your bosses can't organise a breakfast in the kennel club. I can understand why cable installations can be a pain for both telstra and customer but if most of these complaints are a representative sample then your billing department needs to be sacked. Immediately! If Telstra can do it then contract it out to a company that will! Dear Kristen and Mike
I am a telstra shareholder. You know the ones who keep losing money because your bosses can’t organise a breakfast in the kennel club. I can understand why cable installations can be a pain for both telstra and customer but if most of these complaints are a representative sample then your billing department needs to be sacked. Immediately! If Telstra can do it then contract it out to a company that will!

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