Underlining Telstra Wholesale’s commitment to increasing its customers’ level of satisfaction, Di Fulton was recently promoted to the newly created role of Director, Customer Service and Satisfaction. Di shares with us her reflections on her new job and her commitment to our customers.
What function does your team provide?
My team’s role is provide an environment that ensures our customers experience the best that Telstra Wholesale has to offer across all areas of our business.
What are the primary areas of focus for your team over the coming six months?
We want to focus on harnessing the great work already being done across our business – reducing new complaints and resolving existing complaints faster , simplifying entry points into the business, resolving complex billing enquiries 30 per cent faster, increasing engagement between our customers and our senior management team, and increasing automation levels - so we can continue to increase our level of service to our customers. We are also committed to acting on the feedback our customers and our people have provided to us so we can enhance our customers’ levels of satisfaction.
What benefits can customers expect to see as a result of your appointment?
We want to ensure our customers see the results generated from the feedback they give us, including the findings from our recent service tracking survey. Right now we are identifying what action we will take in response to their feedback. Already, we have resolved a number of issues. For example, we have reduced turnaround times for complex billing enquiries by 33 per cent and have also begun offering our customers the opportunity to review their first invoice with one of our billing experts so that we can resolve any issues upfront. We are also working on some programs with the Customer Service Institute of Australia (CSIA) to benchmark our service against recognised standards. We will communicate our progress regularly to our customers.
What do you see as some of the challenges your team faces over the coming months?
Our major challenge will be to respond quickly to the needs of our customers in an ever-changing environment, and to prioritise our initiatives to deliver greatest benefit.
What aspect of your role are you looking forward to most?
I am really looking forward to the challenge of delivering a better customer experrience across our business’ many customer touchpoints.
What is some of your experience that equips you for your new role?
I have spent more than 18 years in sales working with customers to understand their needs. This role is an extension of that work as it allows me to continue to be an advocate for our customers, but in a far broader sense as my new role encompasses all areas of the Wholesale business.
Anything else you’d like to share?
Even though it may sometimes seem a small activity, every interaction with a customer leaves an impression. Our aim is to make every one of those interactions positive.
