We’re listening – a strategy for growth
Listening is at the heart of our journey to put Customers First. We are listening to our customers in our call centres, in our stores, in the field and online in an effort to make their experience with TELUS even friendlier. By better understanding what is important to our customers, we can work to improve the overall customer experience.
For instance, when our customers told us that they wanted a friendlier wireless client experience, we continued to evolve our Clear and Simple strategy. In 2011, we further enhanced our Early Device Upgrade program by removing large cancellation fees and enabling customers to upgrade to a new device at any time by paying the remaining portion of their device discount. In addition, we launched our new Clear and Simple international travel pricing, which included significantly reduced international roaming rates.
When our customers told us our wireless repair service was not meeting their needs, we focused on a number of key improvements that would reduce customer wait times for handset repair and we launched an automated messaging platform to inform customers when their repair had been completed.
Also, when our customers told us that they wanted fairness and more choice, we provided them with Flex Data and Data Sharing plans.
Putting customers first is our Company’s top priority – for 2011, 2012 and into the future. We are committed to getting better by listening to our customers and staying focused on the issues they care about.
Sharing our journey with our customers
In November 2011, we began sharing our Customers First journey with Canadians through a public communications program that conveys our commitment. This program was anchored by the key message ‘At TELUS, we put you first’.
In 2012, we are evolving our communications to share our focus on how we’re listening to our customers to make their TELUS experience even better. We’re listening in our call centres, in our stores, in the field and online. We are letting customers know that we’re translating their feedback into action by offering more choice, a better experience and by being fair and transparent.
Our journey also continues with a strong focus on celebrating the difference our team members make in putting our customers first, and how listening to our team members is key to helping TELUS, in a few years, become the most recommended company across our markets.
Watch now to learn how we are putting customers first.