Customers come first
Maxis aims to deliver an ‘ unmatched customer experience’ with new and improved services.
FROM hotels to skincare labels to call centres, retailers know that customer service can either make or break a business.
People in the service industry live by the mantra that good customer care and satisfaction go hand in hand and they work hard to reconfigure strategies to be a cut above the rest.
In the face of fierce competition, telecommunications giant Maxis has upped its game by improving its customer service initiatives.
These include one flat rate for data roaming, fast replacement of SIM cards, quick reinstatement after barring and fast content transfer to new devices.
Its head of sales and service Tan Lay Han said good customer service is key to any business success. Equally crucial is building customers’ trust in services provided by the company.
“We pay close attention to the voice of our customers and try to identify their ‘ pain points’. We understand that losing a phone can be a daunting experience. That’s why we have made SIM replacements hassle free. At our service centres, we give priority to those who come in for a SIM replacement,” said Tan during a media briefing in Petaling Jaya, Selangor.
As part of its 2014 transformation initiative, Maxis has also introduced the MaxisONE plan ( an Internet plan that offers limitless talk and text) and steps to modernise its network and operations.
The company hopes to create more “Like” moments for customers. Maxis stores nationwide have also been revamped to give a fresh, appealing and spacious look. This enables customers to browse comfortably through products and services.
“Besides trying to create innovative ideas, we also draw inspiration from our employees’ suggestions and experiences. Inspiration for creating ‘ Like’ moments stem from benchmarking within and outside the telco industry,” explained Tan.
Through these initiatives, the number of customer complaints ( for 2014) have lessened tremendously compared to the previous year. Tan has seen a significant reduction this year, attributing it to conscious efforts to listen to customers’ concerns and taking great pains to address each one of them.
“Our focus is to deliver peace of mind to our customers. We have made our products simpler and easier to understand. One example is the MaxisONE Plan, and another one is the RM38- a- day flat rate that allows our customers the convenience and worry- free experience when they are on international roaming. With this, it is impossible to get a bill shock. To further strengthen the bond with customers, we have taken steps to hone our products, processes, technology and human resources,” he said.
Tan is well aware that efficient handling of customer complaints is a critical factor in the telco industry. To prioritise complaints handling, there are employees at its call centres working 24/ 7 to respond to enquiries and resolve complaints.
“Maxis aims to resolve requests and problems raised by customers on the spot. However, for some requests like network checks, the company will continue their engagement with the customer to keep them updated on the progress of their issue. For complicated matters Maxis will always work towards the quickest resolution time and response within 24 to 48 hours depending on the nature of the issue,” said Tan, adding customers can engage with Maxis staff via channels like the MyMaxis App and social media such as Twitter and Facebook, LiveChat or e- mail.
With the Internet becoming increasingly mobile, Maxis continues to experience high demand for data roaming services.
In 2011, Maxis chalked another milestone with the introduction of the RM38- a- day flat rate roaming charges for 106 countries across the globe.
The flat rate was launched to provide a worry- free experience to customers when they travel as well as eliminate pay- per- use charges.
“When using their phones overseas, our customers want convenience and a worry- free experience, without having to worry about bill shocks. With flat rate, it is impossible to get a bill shock,” Tan said.
Despite many measures to appease customers, there’s always a challenge to attract more customers while maintaining good rapport with loyal customers. As broadband connectivity has opened a new world of information, it is quite common for mobile phone users to switch service providers based on the best packages and network coverage available.
“It is a competitive industry and to stay ahead, we continuously innovate by introducing new products and services. We recently launched the ‘ Zerolution’ package, a breakthrough phone ownership programme that removes all barriers and restrictions associated with phone contracts. There are also worry- free products such as MaxisONE plan, # Hotlink ( first prepaid in Malaysia to offer free social chat with flat call and SMS rates) and MyMaxis ( a self- serve app with rewards).”
No matter what business, customer satisfaction and customer recommendations are important measures to keep track of the relationship between the customer and brand. If all works well, it will help to further fuel the growth of the business.
or more details, go to ma is com my It’s one thing to ignore someone on a personal account, or even just delete and be done with it. It’s another to ignore someone on a business account, and you really shouldn’t.
Deleting comments on a business account is also a big no- no. In a business setting, you’ll need that thick skin discussed previously more than ever. Online trolls have one goal: to get a rise out of you. Don’t let them. Outsmart them by reacting in the opposite way by being kind and considerate. Stand your ground like Marty McFly did in Back To The Future III during the shootout when Marty drops his gun and says to Buford MadDog Tannen “I thought we could settle this like men.”
Marty ended up punching Tannen and knocking him into a pile of manure, but it’s really the same thing.
I saved the best for last: I’ve been suggesting this since 2010 and it has never failed me. Say you are so angry that you need someone to hold you back.
You’re angry and all you can think about doing is respond. Do it, but do it this way: quit all your programs on your PC or Mac except for Notepad or your favourite text editor.
Type everything you are thinking, curse words and all. Bang the keyboard if you need to. When you’ve got it all out of your system, quit Notepad without saving and relaunch your browser. You’ll feel refreshed and better. Works every time.
I can’t make the trolls go away, but hopefully these tips help make them a little easier to handle. — Tribune News Service