Canadians have a longstanding love-hate relationship with their telcos. If customers consistently receive sub-par service, they’ll eventually become resigned to expecting less. TELUS is different and has worked tirelessly over the last several years to put customers at its core.
This week Telus launched Expect More, challenging Canadians “to expect better service from their telco provider and demonstrating how Telus stands apart from its competitors.”
Telus, oft-lamented as a carbon copy of Rogers and Bell, says it has “worked tirelessly” over the past half-decade to “put customers first”
“We truly believe our customer service is what sets us apart and our employees are at the heart of this promise,” said Anne-Marie LaBerge, Vice-President of Brand and Marketing Communications, Telus. “We’re proud of the work we’ve done, but we’re the first to admit we’re not perfect and we’re obsessed about constantly improving until we deliver an unmatched customer experience every time.”
According to Telys, 95% of its customers are happy, and the company accounts for less than 5% of complaints to the Commissioner for Complaints for Telecommunications Services.
Telus says it will continue to deliver more to customers by “soliciting, listening to and acting upon customer feedback, empowering team members and giving them the tools and resources they need to deliver a superior customer service.”
“While we challenge customers to expect more from us, we are also pushing ourselves to deliver more to our customers. We’re on the right track, and we won’t rest until 100 per cent of our customers are happy,” LaBerge said. Don’t expect price drops anytime soon, though—that would be far too easy.