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Fuzzy Logic Telstra starts new retail accreditation program for Next G
Fuzzy Logic Telstra starts new retail accreditation program for Next G | Telstra starts new retail accreditation program for Next G |
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| by Alex Zaharov-Reutt | |
| Monday, 18 February 2008 | |
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Page 2 of 4 Telstra say that their retail stores across Australia will “today start displaying new brochures and posters and some shops will have audio visual material, as part of an industry-first program to ensure customers receive the best advice, information and equipment when they purchase a Next G mobile phone”.Featured Whitepaper
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As anyone who read my “Misadventures in a Telstra retail store” article knows, I fully believe that it is every customer’s right to be able to test drive a phone in store before buying, instead of only playing with a dummy plastic model or simply being asked to buy a sealed box, especially given that many of these phones cost hundreds of dollars, even if the cost is spread over 24 months on a phone ‘plan’. In asking what “the in-store availability of a minimum range of Next G devices and accessories means”, I received a response from Peter Taylor, Telstra spokesman that: “it means that a certain number of handsets must be available and in sufficient stock levels for customers to be able to purchase them without having to wait”. In a specific answer to a question I posed to Peter Taylor about working handsets for customers to trial in store, Taylor has stated that: “As often as we can we have working models of phones in stores for our customers to try before they purchase, although with such a big range of devices it’s not always possible. Our Next G coverage advocates are also out and about visiting our customers with working devices to help them determine which device works best for their needs.” The “Coverage Advocate” program sees Telstra customer advisors actually going into people’s homes and properties in rural and regional areas of Australia, at the customer’s invitation, to gauge Next G coverage and to show customers that Next G works, especially when connected to the right additional equipment, such as external antennas, if needed. Of course I am sure there are still some people out there who are having Next G coverage issues, even after a ‘coverage advocate’ has come to their property with all the extra equipment, and no doubt Telstra are working hard to solve those problems, for these are the kinds of people that will be bitterly complaining to the new Federal Labor Government and, if they are farmers, to the Australian National Farmers Federation to demand a further delay of the CDMA network closure if their coverage problems are not solved. Telstra’s Country Wide Director, Gary Goldsworthy, now says that “Telstra is the only mobile operator in Australia to put in place a retail accreditation program and joins with Minister Conroy in encouraging the rest of the industry to follow suit”. Goldsworthy continued that: “Telstra’s new retail accreditation program will assist customers as they make the move from other networks to the Next G network and will help remove any guess work for CDMA customers by providing the best possible advice”. Aiming to soothe customer concerns, Goldsworthy said that: “As the first step in the retail accreditation program, from today customers are going to see a number of changes in our shops. These will include posters, audio visual productions, new point of sale material and Next G customer brochures as well as details of the 1800 888 888 customer hotline for Next G handsets”. Goldsworthy wasn’t finished yet – he has more to say on page 3, while on the final page (4), I cover some of the specific examples Telstra has supplied of customers now having happy experiences on the Next G network – please read on. |
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