Telkom says it’s winning customer service

Sipho Maseko, group CEO of Telkom, says that the team is starting to come together on customer experience.

The group has been plagued by legacy issues, chief among them perceived customer service.

In April, a year into his tenure as chief executive, Maseko called on the group to focus on its customer experience in an internal letter to staff.

“This is our biggest challenge and our biggest opportunity,” Maseko wrote.

He said that Telkom would focus on making it every employee’s job to improve the experience of its customers in the coming year.

Then on Monday (17 November), delivering an interim results presentation, the company lead said: “We are fixing the problems, to be sustainable going forward…we are starting to do the right things.”

“Customer service is a strong priority across all areas of the group. Our efforts and progress in this regard are evidenced by the achievement of the best compliments to complaints ratio in the industry in the HelloPeter telecommunications league table, as well as being recognised as the best fixed and mobile broadband providers at the 2014 MyBroadband forum,” Maseko said.

The awards are based on services offered and innovation in the broadband space, he noted.

Maseko admitted that the time frame is not a one, or two, or even three year project.

“We will continue to accelerate the positive momentum achieved in the past six months of the financial year. We are focused on improving customer service and are committed to stabilising Telkom to build a better future,” he said.

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Telkom says it’s winning customer service