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| Source: Singtel. The new logo at Singtel headquarters in Singapore. |
Singtel Group CEO Chua Sock Koong, said: “Generations in Singapore have grown up with Singtel. Customers see us as a trusted, reliable brand that is at the forefront of technology. In this digital age, we recognise that customers also want things simpler, faster and delivered by people who truly care.
“To thrive and stay relevant, we will build on our customers’ trust in us and respond to their changing needs. Our commitment is to make everyday better with distinctive products and services, and delivered with a customer-centric attitude.”
Singtel will continue to strengthen its network reliability and speed and launch new products. It plans to reshape the customer experience with a series of new service promises, including shorter waiting times and distinct recognition of customer loyalty.
Concrete measures include:
(A) Appointment booking at Singtel shops
Effective today, customers can make an appointment booking for all Singtel shops via MyAccount.
In the past, customers take a Q ticket when they visit the Singtel shop. They can opt for an SMS alert about when they will be served. With the new service enhancement, customers can decide on and lock in the time of their visit via My Account instead. Customers can make a booking at least six hours before their intended time of visit, subject to availability, or up to three days (mobile services) / 30 days (non-mobile services) in advance. The service will be rolled out to the mysingtel app in February 2015.
(B) Preferred customer care call-back time
Effective March, customers with outstanding or new queries can dial 1688 to book a time for a Singtel customer care agent to contact them.
Previously customers had to wait on the phone to speak to a customer care agent. The customer might not be available if an agent follows up with a call back to the customer. The scheduled calls back minimise the waiting time on the phone for customers. This also reduces the chances of missed calls between the customer and the customer care agent.
Half-hour slots are available for the follow-up calls from 9a to 11am and 2pm to 4pm. The service will be rolled out to My Account (online) and to the mysingtel app after the IVR rollout is complete.
C) Home/office appointments: tightened window of waiting time
From April, the Singtel installation team will arrive within a 30-minute window period for home and office appointments.
Technicians could arrive anytime within a two-hour window period in the past when customers made an appointment for installation works at their residence or office.
Shrinking the waiting window frees up customers’ time to attend to other matters.
To thank loyal customers for their support, Singtel is launching a weekly treat, Better Thursdays with Singtel. As a start, postpaid mobile customers will enjoy free outgoing local calls all-day on 22 January 2015.
- 22 January: Free local calls all day for postpaid mobile customers
- 29 January: Free SMSes all day for postpaid mobile customers
- 5 February: Free 30-day preview of new SingtelTV channels for SingtelTV subscribers
- 12 February: Free Facebook access all day for prepaid mobile users
- 19 February, the first day of Chinese new year: Free data all day for postpaid mobile customers
