[TelstraClear] A good job done TelstraClear

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freitasm

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#61994 27-May-2010 10:57

It's fair to say we complain a lot about TelstraClear's performance, CSR and communications. But we have to praise as well, so here it goes...

This week I had to complete my online backups - currently at 128GB stored with Mozy Home. So I was close to blow the 80GB cap. I called TelstraClear to inquiry about changing over to the 120GB plan.

Called their help desk and the wait was six minutes only. I decided to use their callback option, and I received a call in about ten minutes.

The CSR "L" wasn't sure the plan was available in Wellington, but I asked her to check. She promised to call back in 48 hours...

Next morning she called my mobile, and left a voicemail. I called back the TelstraClear help desk to be told the wait was five minutes. Again I used the callback option and again got a call in ten minutes.

By chance it was "L" who confirmed the plan was available in my area and proceeded with the changes - confimed through the online meter it was indeed actioned almost straight away (actual plan provision at node level was done overnight).

So, by all means, this experience was way better than any previous contacts I had with TelstraClear.

chiefie

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#335428 27-May-2010 11:19

To be honest, this is the prime example way of how TelstraClear's CSR should be... the whole company image will be so much better if the CSR staff can be passionate about their products AND services.

There will be people complaining (I had my fair share of complaining) but there are certainly some praises that worth noting too, such is a case.

When you do the job right, people will appreciate and the appreciation will echo as far as it can go, but the rumble of bad experiences will always dwarf the praises. Which is why I think TelstraClear really need to uplift their CSE level and in hope to keep their brand above water.

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heavenlywild

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#335436 27-May-2010 11:41

This is what customer service should be about. It's good that we do highlight such things.

I wonder when this will become standard everywhere...?!

kiwipawl

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#335545 27-May-2010 15:47

I have also always had good expernces with TCL's help desk. I am constantly helping my non computer savy mother in law with her internet issues and every time we have spoken to the TCL help desk thay have had the patients of a saint and been really helpful.
With TCL shifting their help desk to the Philippines I guess thinks will change now and I guess I will have to get my Philppino sister in law to help her now.

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#335582 27-May-2010 17:11

Had a good experience with a call back from a Telstraclear CSR back in 08 when I found an error on my bill.

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#335585 27-May-2010 17:18

I pray they can keep this up when they bring the overseas contact centre online

antoniosk

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#338496 5-Jun-2010 12:34

freitasm: It's fair to say we complain a lot about TelstraClear's performance, CSR and communications. But we have to praise as well, so here it goes...

This week I had to complete my online backups - currently at 128GB stored with Mozy Home. So I was close to blow the 80GB cap. I called TelstraClear to inquiry about changing over to the 120GB plan.

Called their help desk and the wait was six minutes only. I decided to use their callback option, and I received a call in about ten minutes.

The CSR "L" wasn't sure the plan was available in Wellington, but I asked her to check. She promised to call back in 48 hours...

Next morning she called my mobile, and left a voicemail. I called back the TelstraClear help desk to be told the wait was five minutes. Again I used the callback option and again got a call in ten minutes.

By chance it was "L" who confirmed the plan was available in my area and proceeded with the changes - confimed through the online meter it was indeed actioned almost straight away (actual plan provision at node level was done overnight).

So, by all means, this experience was way better than any previous contacts I had with TelstraClear.

Well... how's it running then?

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Antoniosk

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#338513 5-Jun-2010 13:24

antoniosk: Well... how's it running then?

Not near as 50% of the 25Mbps promised holy land.