I was a long time mobility customer with Telus (over 10 years) and was looking to renew my contract with Telus and possibly buy a new device and hopefully combine it with my Telus home services and get a rate lower than I could get by going to another competitor. During this considerably frustrating period, I decided I no longer needed a house phone. Never going with UPS again if I can help it. Business management, Customer service, Telecommunications, Why does Telus treat new customers better than loyal ones? Check current status and outage map. See if Telus is down or it's just you. Delayed my package because of ‘bad weather’ no mention what the bad weather was, or where. You must be logged in to post a comment So when he saw that he owed a whopping $24,225.80, he was dumbfounded. Bad customer service has negative side effects in all areas of business. When you choose TELUS, you’re All Connected for Good. Did this article solve your problem? It turns out that while we can successfully beam TV signals from outerspace and deliver ringback tones to your cell phone, there are several technological reasons that hold music often sounds like an early phonograph. They confront the captain, whose response was to walk out. I have been so loyal to telus for so long. Now I'm getting attachments x6 on my cell. Worse, if it arrives, it is destroyed. Here is basically a list of why they fucking suck. Email dave@pivotleader.com. Because I was ready to upgrade my Internet services, I took their offer on a two-year contract. A better way to handle business development is to create an environment where there’s substantial value for new clients to do business with your firm while recognizing and rewarding loyalty. Most bad customers… Yet, so many of the customer service and sales representatives with whom we interact in person or on the phone come across as impatient, rude, haughty, bored, or sarcastic. Now is the time to double down on self-service… What a total fool I've been! Yes, service matters. We’ve outlined some common types of unfit customers and we’ll show you how to spot them, and what to do next. Dimensional Research Four out of ten consumers will recommend others not frequent a business if they have had poor customer service from them. Telus should make T-shirts for all employees and customers with their new service motto: By being proactive with pricing and transparent with deals, trustworthy companies will not only adjust prices for short-dated products and services, but offer new products, services and technologies to existing customers at rates similar to those they’re offering to new prospects. However, studies show it costs five to 10 times more to bring a new customer up to speed than to take care of an existing one. Hubspot research says, “83% of companies that believe it’s important to make customers happy also experience growing revenue.. HP is no longer the dream of Hewlett and Packard. Yes. felt they had taken my loyalty for granted. In Telus's case its $20/month or $100, whichever is GREATER. Identity theft and fraud. Norwegian’s response after the event was not much better. David Fuller, MBA, is a certified professional business coach and author who helps business leaders ensure that their companies are successful. That's up … Our business is an excellent customer and they could not would not help over the phone with Roaming charges against a phone that wasn't roaming.I tried to explain but they refused to listen until I told them my account number which surprise surprise I did not memorize. I have telus for my home internet as well as mobile phone service provider. Solved: I need to know why I can't download the Adobe PDF convertor or even use it as a web app. Customer service at Telus is an absolute joke, without so much as a warning letter or telephone call they discontinued service to my telephone, internet & tv. 8 stories of bad customer service. I … I just need to make sure you prioritize it. So I decided to use the website chat feature, expecting faster service. Why Customer Service Fumbles Handoffs. Companies like Telus need to realize how embarrassing this is for staff who must deny these deals to loyal customers. Dave Fuller, MBA, is an award winning business coach and a partner in the firm. It stops so often that you get ready to speak because the pause makes you think a customer service rep has picked up, only to be blasted with another chorus of scratchy pop music. What will it take before someone at Telus actually starts to listen to their customers. Not only are they setting their employees up to have to respond to irate customers, but the customer now has to make a choice between staying with that company and looking elsewhere for a similar product or service. David is author of the book Profit Yourself Healthy. So, back to my problem with your customer service. Before you decide on Internet, TV, and Home Phone services from WOW!, learn from 514 reviews from verified customers with an average rating of 3.61/5 stars. When questions or problems are common + easy, customer service automation tools shine. That’s why it’s so important to identify and deal with dissatisfied customers. My name is Edsel and I am here to help you today. Disclaimer: Yep, this is pretty much just a rant, so stop here if you couldn't care less. May I have your phone or account number? Four key success factors to measure how intelligent or “web-aware” your IVR system is. Well done chaps. Obviously it has been compromised but even having a friend try to contact them with an active account has proven useless. So I decided to use the website chat feature, expecting faster service. In an effort to stop my departure, they reduced my costs substantially and then came the pitch for additional services. Use another company. But for 26%, just one bad customer experience is … Why TELUS. I just need to make sure you prioritize it. This all changed recently, and I am really starting to get angered with Apple. This has been the case for a few months. FlaSh on: What Exactly is "Talent" in Progaming? I don’t need to convince you why customer service is important. Two hours later, Telus was desperately calling and emailing me. New edition of the Dank Templars SC2 newsletter! Updates were in frequent and delayed my package by a week. It was so bad that close to 500 angry passengers organized a meeting. Customer service proves to be one of the most important keys to the success of the food industry. Yahoos customer service is horrible why can I not speak/email/chat anything with a service rep? TV. Post yours and see other's reports and complaints I don’t think many people would disagree that customer service is not what it used to be and not what it should be. Most of my neighbors cancelled awhile ago, and got Dish. So to cancel my 2 year contract would have cost me $480 and I would have had nothing but freedom from a contract. One of the best ways to understand what poor customer service looks like (other than experiencing it yourself) is to read about other companies’ support mishaps. What’s Inside: The main cause for bad customer service handoffs and the hidden impact they can have on your organization. This reflects excellent execution that resulted in record-high customer growth of more than 277,000 new additions. Get the inside scoop on what people love and hate about WOW! I can never speak to a live customer service rep anyhow, so I couldn’t even cancel if … Treating loyal customers with honour and respect should include giving them proactive pricing and consideration for their dependable patronage. Sponsoring a Bo7 between 2 pros of your choice. BC. Question: Q: why is customer support so bad? 6: What you can do to rectify bad customer service It’s impossible to please all your customers all the time. So why is customer service still so bad? Unfortunately, this type of thinking breeds discontent with loyal, long-term customers. I have been so loyal to telus for so long. "I was shocked and I was in disbelief," says the ER doctor from Vancouver. But foot traffic has been on the decline for years, and … No confirmation, no status, no confidence! I had been a customer of this company for 35 years and. Here’s the story. 223 likes. We’re making the future friendly by using technology to break down barriers, keep you safe online and help Canadians reach their full potential. When your loyal customers feel neglected and mistreated compared to your new customers, there’s a level of discontent that breeds embitterment. We’re deeply motivated to do what’s best for our customers by ensuring that your concerns are addressed. We use cookies to ensure that we give you the best experience on our website. Anna couldn’t help me, you aim to reply to emails within 14 days, and let customers wait for 2 hours on the phone. We will work towards a resolution. COVID-19 is impacting people on myriad levels and will continue to do so. It is so bad that one customer suggested a passenger pigeon as a better option. Suddenly, bad customer service didn’t just mean no service, but horrible to the point where people have been aggressive, insulting and out-right abusive. What a total fool I've been! You can check the status of your TELUS internet service here: Service Status. Thank you! After 45 minutes on the chat, I was finally able to figure out how to update my payment. Why would you treat an unknown new customer better than you treat a customer who has been loyal to you for years? What is this new pvt style with no arbiters? Earlier in the week, we polled you for the companies you thought are the worst at customer service.You definitely delivered with hundreds of nominations! Even better would be to TEST prior to implementation. The views, opinions and positions expressed by columnists and contributors are the author’s alone. Last year, before the effects of COVID-19 on their service levels, it took more than two hours to fix an issue I had with Telus by phone through their customer service centre. So I decided to email your customer service team instead. Same day another email will be delivered today - no sign Contacted sender Apple - UPS informed them multiple deliveries attempted - Where the hell the card is then - A company which is full of deceit —- Never ever use UPS We bought a new home a few weeks ago, and the community it is in only gives you the option for AT&T and dish network. We hear customer service horror stories all the time, and I want to thank all three of the Telus employees that I dealt with for helping me out. If you watch Godzilla backwards it's about a benevolent lizard who helps rebuild a city and then moonwalks into the ocean. Some people don’t want to do this and can’t be bothered to make a phone call (sometimes it can be a long wait to wait on hold to speak to a Telus or Shaw customer service provider) but to me, saving over $600 a year is worth a little inconvenience. We are here to help. Learn about accessibility at TELUS. Once it got to Portland, another day was delayed because of late shipment I paid for 2-5 day shipment I expect to get that service. Freezing / Choppy image (wired) Freezing / choppy image on wired digital box. Why is AT&T so bad? We see these senseless practices all the time in business. before you sign up. It’s important to make sure you know what to do when something goes wrong, so you can solve the issue and try to win back your customer before they leave. Why is your customer service so bad!!! I couldn't simply email them, no, I had to fill in an online form. Because while the employees were great, the structure they have to work in doesn’t make sense. Again, this was not straightforward. It's gone from bad to worse. Check the status of your TELUS internet service for outages or service issues and alerts. I wanted to pay my Telus bill recently and because I had to update my credit card, I went to their website to contact customer service. 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