What Sentech's doing wrong

[buffalobill]

As a communications consultant I feel that what Sentech's done wrong is to address the symptoms and not the complaint. A shoot-the-messenger approach rather than addressing the issues. By avoiding the problem, Sentech has been responsible for creating what can be called a high-concern/low trust situation. This creates for itself special issues:
- By definition, Sentech, in providing a consumer service, has to engage in debate with its customers, to communicate with them. It hasn't done so;
- The consumer today is becoming more empowered, more demanding, recognise that, accept it, and just do it;
- The lack of communications lies at the core of ALL Sentech's customers complaints;
- Analyse the problem, are these genuine complaints? How are you addressing them?
- Talk to your customers. They're very accepting, just talk to them, tell them your problems. EBucks, for example, has had lots of technical problems in recent years but they DO talk to their customers, through bulletins and the press;
- If you're experiencing technical problems spell them out and mail your customers. You've got the e-mail addresses;
- Empower your call centre staff. Don't get them to say we're working on your problem. Think how they feel and what your staff attrition rate might be;
- Communicate, but never lie.

Your communications issues can be fixed, but the longer you leave it, the worse it gets.

You can often resolve many customer complaints through open, honest communication. Your last resort should be the legal route which is heavy-handed and clumsy.



I have an inferiority complex. But it's only a little one.

 

[Claymore]

I cannot believe that Sentech simply has no clue. Surely they *know* that people are far more tolerant if they're kept in the loop. All they needed to do was send an email to all subscribers saying "We're undergoing some teething problems regading speed/connections/coverage/whatever, and apologise for the inconvenience. We;ll have it fixed as soon as we possibly can - we have engineers working on the problem. Please let us know if you are have any problems. We'll provide regular updates, and let you know when we believe the problem is resolved".

All us early users expected teething problems - we can cope if we know that Sentech is trying to fix them. But we want to *know* that Sentech knows it has a problem.

 

[passif]

Hey buffalobill, here's a way for you to make money. Phone up Sentech and sell your services to them. <insert your diety here> knows that they need it! My wife and I actually joked about it last night that a spindoctor should phone them up and consult to them...

 

[malec]

Unless your secret is too dark ...