| A tale of two campaigns: TIO's and Telstra's |
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| Cornered! - Telecommunications blog | |
| by Stuart Corner | |
| Friday, 21 November 2008 | |
  
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She explained that a key plank of the campaign was collaboration with the telcos. "We will provide our biggest members each month of the campaign with our data on customer service and complaint handling complaints. We will provide not just data but also the voices of their customers through our case studies. "We will provide advice about best practice complaint handling, along with training and guidance on request - grounded in our experience as complaint handlers ourselves. We will continue to dialogue with our members and make sure we use their feedback to help improve the customer intelligence we provide them with. "At the end of the campaign we will issue a public report. Our hope is that this will reflect improvements in customer experiences over the life of the campaign and a commensurate decrease in the complaints received by the TIO." All good stuff, and it would have been good to see some signs of support from the service providers against whom these complaints are made. For, at the end of the day, it is they alone who can reduce the volume of complaints to the TIO. So far as I know, all have been silent. Telstra's unrelated press release today could, of course, be pure coincidence. It heralded the launch of an advertising campaign "highlighting how some consumers suffer when they use inferior competitor mobile networks which have fewer transmission towers, deliver slower speeds and operate using less optimal radio frequencies." "Telstra's research shows some consumers are disillusioned after buying other companies' 3G services, not realising they revert to 2G in large tracts of Australia, or that their existing 3G device is not compatible across their operator's entire footprint," Amanda Johnston-Pell, executive director, brands & marketing communications, said. And if consumers are not happy their first recourse should be to their supplier. They are not likely to get much joy if the service does not perform as expected - its limitations would have been well spelt out had they read the small print. But how well was their complaint dealt with? Was the customer service up to snuff? Thanks to Connect.Resolve they should be well aware of what to expect in this regard. |
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