Singtel overhauls its customer service
SINGAPORE — Come April, Singtel customers will no longer have to wait up to two hours for a technician to arrive at their home, the telco today (Jan 21) pledged. Instead, technicians are to arrive at customers’ home or office within 30 minutes of the appointment time.
(L-R) Singtel Country Chief Officer Singapore, Mr Bill Chang, Singtel Group CEO, Ms Chua Sock Koong and Singtel CEO Consumer Singapore, Mr Yuen Kuan Moon unveil the new Singtel brand. Photo: Singtel
SINGAPORE — Come April, Singtel customers will no longer have to wait up to two hours for a technician to arrive at their home, the telco today (Jan 21) pledged. Instead, technicians are to arrive at customers’ home or office within 30 minutes of the appointment time.
From today, customers can also make an online appointment to visit a SingTel shop, and from March, customers calling the SingTel hotline can choose to have customer service officers call them back.
These are among changes the telco is making to overhaul its customer service, as part of a re-branding exercise unveiled this morning.
Singtel chief executive Chua Sock Koong said that customer service is being ramped up amid increasing customer expectations, and competition from OTT (over the top) players.
When asked how much the rebranding exercise cost, including manpower and resources, SingTel’s Consumer Singapore division chief executive Yuan Kuan Moon would only say it was “substantial’”.
Last year, the telco also embarked on a training programme for 5,000 staff, with plans to eventually tain all 14,000 staff in Singapore.
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