When we signed up we got an email explaining the necessary steps to implement the service. This is a low-cost service, it's not sold with a promise of hugs and kisses. The service limitations - the optional phoneline is VoIP and it won't work during power outages - are clearly set out in unambiguous plain English. Already I approved.
As each step was completed, we got an email update. There is also a website where you can check the up-to-the-minute status of your implementation. (In case the hour-or-so delay is stressing you out!) To our chagrin, Telstra had to come and resuscitate a line to the house. It was booked in yesterday. TPG both emailed and rang to confirm we were definitely available and it was convenient for us to sit at home between 9-12. The Telstra chap came at 10 and left by 11. (That alone is astonishing based on my previous experiences with the T-word.)
When we hadn't configured the modem and logged on by 9am this morning, TPG sent an email and then rang to ensure everything was going ok and see if we needed help.
Most of this service is done by automated emails based on triggers. It doesn't feel impersonal, it feels efficient. This is what the world could be like if every large organisation cared enough to design the customer process with the customers' needs in front of mind.
I'm a bit in shock. Also full of admiration.
This is post 28 of 43 posts.
2 comments:
Yeah! I agree with you that, This is what the world could be like if every large organization cared enough to design the customer process with the customers' needs in front of mind. Very well said. Thanks for sharing.
-mel-
Thanks for your comment, Mel. While I'm happy to be opinionated all on my own, it's nice to hear when I strike a chord.
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