Customers our utmost priority, TM assures
KUCHING: TM has assured all its customers that they are the company’s utmost priority in responding to a news article whose headline read ‘ TM to be more sensitive about service to subscribers - Gobind’ as published in the press yesterday.
The article was in regard to an incident where a woman had complained about the difficulty her father had when dealing with TM to terminate the TM fixed line subscription.
She lamented that her wheelchair-bound 89-yearold father had to be brought to a TMPoint centre for the transaction in keeping with the TM policy of prohibiting any other individual, even a son or daughter, from representing the subscriber.
To add to the burden, she said her father, who had been a TM subscriber for the past 50 years, was asked to go to another TMPoint centre because the staff at the first centre claimed that they could not terminate the subscription, resulting in her taking her father home as he had become exhausted by then.
In a press statement, the company said: “First and foremost, TM deeply apologises to Caroleena D’Cruz and her father for the unpleasant experience they have encountered.
“We would like to clarify that we have immediately reached out to Ms D’Cruz to address her and her father’s concerns and have resolved the issue yesterday.
“We also would like to update that our acting group chief executive officer (AGCEO), Imri Mokhtar and TM leaders personally paid a visit to the D’Cruz’s family to make right on the unpleasant customer experience that clearly should not have happened.
“Customer service is the cornerstone of our business and we will be taking learnings and implementing changes to our operating procedures to ensure a better customer experience.
“Our aim is to do everything we can to ensure that all employees who represent TM are empowered to serve customers with the best customer experience possible.
“We have also declared on our social media that 2019 is the year TM makes a renewed pledge to all our customers – where customers will be put first and where TM takes lead from our AGCEO to shape this mindset throughout the organisation.
“A new TM that admits its shortcomings and will continue to strive to do better; for our customersandallourstakeholders – to make life easier for a better Malaysia,” the statement added.