rate5

Think about our CTS results - Our customers should rate all of us (me, you and your store) 5 out of 5 for the 'Overall Experience' question. What does a rating 5 from our customers mean to you and your store? Tell us below what you are doing to get a Rating 5 from our customers?' Tags:

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To the Telstra Shop Staff @ Atherton TLS,

Many Thanks for the excellent service you people provide. For all those hours Andrew and Reece worked at getting my laptop to work again...and all with a smile and kind words. Really appreciated!

Carina 

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Katie Anderson @ TSN Queens Plaza

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John @ TSN Queens St

Hi Daniel

I’m on business in Brisbane and entered your T Shop to be greeted by John. What a delight to have such genuine interest in my needs. I wish to call out John’s attention to customer detail and wanting to ‘get it right’.

Please ensure that John is recognised as appropriate.

Much appreciated. Hope to do business with you and team again soon.

Susi

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Adam Johnson - Business Manager - Telstra Store Kippa Ring

Achieving a rating five means providing great customer service without having to be asked and exceeding our customers’ expectations every time. It could be as complex as resolving an ongoing billing issue or simple as thanking a customer for there business.

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Business Manager Mt Ommaney

Getting a 5 for the customers experience in our store is what we strive for with every customer.  If we succeed with exceeding our customers expectations, not only does the atmosphere in the store explode, as we have happy customers and consultants, it also means that our numbers increase by word of mouth.  Congruency plays a huge part in our customers rating us as a 5.  It also means that our actual team is growing and maturing - with their knowledge base expanding. 

We strive to continue onwards and upwards.   

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Russell Williams, Local Customer Service Manager, Brisbane

Don't just meet a customers expectations, exceed them. Rating 5 means just this. It is this level of service that creates long term customer loyalty, repeat business & customer referral. Give a customer more than what they came into store for, give them an experience they will remember.

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Jason Fahy - Field Operations Specialist, Brisbane

To serve our customers first time everytime and ensure they walk away being advocates of Telstra and tell all their friends

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Ryan and Dong @ TSN Queens Plaza

Dear Joe

I'm writing to tell you how happy I was with the awesome service that Ryan Kerr and Dong Le recently provided to meet at Telstra Shop Queens Plaza Brisbane.

Over my many years with Telstra there have been some less than satisfactory customer experiences. Refreshingly, Ryan's can-do attitude, strategic direction and know how coupled with Dong's helpful service, attention and follow up shone through like a beacon and have gone a long way to restoring my faith in Telstra’s capability as a service provider.

Both Ryan and Dong are to be congratulated on their excellent customer service. They deserve recognition for the great job they are doing on the front line at Telstra Shop Queens Plaza Brisbane. 

In a difficult and competitive environment Ryan and Dong are obviously working hard and succeeding at what they do for Telstra.

Kind regards, George

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Jamie @ TSN Queens St

Hi Joe,

Jamie has just helped me and asked if I could send you some feedback and I would be delighted to.

On Wed this week I purchased a sim for my work Telstra usb and prepaid voucher, but was unable to get it working.  I have spent hours over the past few days on the phone to Telstra support and visited the local Telstra shop with the laptop, but nobody was able to get me connected to the internet.  I was given a huge amount of conflicting advice including that a sim could not be used in the existing usb; I even bought a new usb from the local store and was refunded when they couldn’t get it to work either.

I phoned the Queen Street store this afternoon to complain; I was very upset.  Jamie answered the phone, calmed me down and said he would help me over the phone.  He did and I now have the internet connection working on the work laptop.  Jamie was amazing; he seemed really confident about what he was doing and took me through the process step by step.  He didn’t want me to make a special trip into the city which I appreciate so much as I have so much work to catch up on now.

I appreciate Jamie’s help so much.  He deserves a medal (or bottle of whatever his favourite drink is)

Wendy M

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Vidya @ TSN Queens St

Tristan

Attended today to purchase a new phone. Vidya gave fantastic service. She is a great asset to your business.

Gerard C

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Darren @ TSN Queens St

Yesterday, my wife and I came into the Telstra shop at 152 Queen Street with the intention of researching the I phone, and with no intention of upgrading at this time.

A young salesman named Darren took care of us, and his patient, courteous manner over quite a long time, probably over one hour, resulted in us upgrading our phone on the spot, not something we are given to doing without due consideration. We are also considering subscribing to a T-box ( after due consideration).

At my age (71) I am not particularly ofay with electronic devices, and more than once I have sensed irritability at my questions on the part of various sales staff. This is understandable, but also quite off-putting. I tend to leave those shops. Darren was able to explain things to us and answer our questions intelligently and with good humour for an extended period of time, and we feel that he is to be congratulated, and feel that this should be acknowledged.

Later in the day we returned to have a minor matter rectified on another of our phones, and the young lady at the entrance and the young lady to whom she referred us were similarly courteous and helpful. Three good staff out of three encountered, suggests that the store is being run well, and that makes me think that congratulations are due to you also. I could go on, but in conclusion I would like to add that having a staff member designated to greet  potential customers is a great service.

Thank you, and thanks to your staff.

Warner D

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Vidya @ TSN Queens St (From Gary Macleod)

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Katie @ TSN Queens Plaza

Dear Katie,

Last Friday you sold to us a new phone and plan.  I would like you and your supervisors to know that it was the best service we have had from Telstra for the past 20+ years that we have dealt with this company.  We are regional customers and are used to bad, bad service with no option to go to another telephone company.  To be able to go to a shop and have all our queries answered without having to be transferred all over the world with the end result being no problems/questions sorted, made my day.  So thank you.  It made me realise that face to face dealings are so much better.

Thanks again,

Tricia S

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TSN Ipswich

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Corey @ TSN Cairns

Hello, I went to the Telstra store in Stocklands after not getting assistance by the telephone customer support team of Telstra to set up internet on my laptop. Corey helped me in setting up the internet and provided excellent service. I left the store happily and will highly recommend his name and the Stockland store to my friends. Cheers Sabina

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Andy and Tristian @ TSN Queens Plaza

To the Manager of Andy and Tristan who both work at the CBD Telstra shop

I had the pleasure of meeting 2 of Telstra's best consultants last week on Tuesday The service I have received on the phone and over the counter at various other stores has been very disappointing. I have found the majority of Telstra staff useless. I have spent 2 and half ours on the phone trying to get a problem sorted. And it has taken and Tristan a matter of 20- 30 minutes to resolve.

Their customer service surpassed all other consultants and team leaders I have dealt with. Andy and Tristan are both beautifully mannered and provided exception professional service.

They listen to my problem identified the problem and took steps to fix it. They were both polite and knowledgeable of the services Telstra provided.

I would strongly suggest that Telstra use these 2 men to train the rest of Telstra organisation on how to provide excellent customer service. 

Yours sincerely ... Karen H

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Ryan @ TSN Queens Plaza

Dear Ryan,

I would like to sincerely thank you for your help earlier today in purchasing and setting up my ‘hi-tech’ dog monitoring system (aka HTC Desire).  You were most helpful!  So much so, I would like to convey my gratitude in this email.

Before coming to the Telstra shop, I went to both Optus and Vodaphone.  I spoke with numerous staff at both Optus and Vodaphone, who in turn spoke to their colleagues.  Whilst being empathetic of my barking dog situation, everyone advised there was no ‘auto-answering, loud speaker’ phone that would enable me to communicate with and monitor my dogs throughout the day.  There was nothing they could do to help me…..

Through your impressive googling powers, I am now set up with a system that works!  Two phones, connected all day and on speaker!

Thank you for taking the time to help me find a solution, test it and then set it all up for me.  Excellent service Ryan. 

Pelly B - Operations Manager, Project Marketing