Telkom Pinnacle promises top service
Telkom has launched its Pinnacle customer service, promising improved service delivery through its Pinnacle call centre and Pinnacle website.
Telkom subscribers are selected as Pinnacle customers based on their monthly spend and longevity of support.
“Pinnacle has been designed for customers who have been with Telkom for at least one year and consistently spend over R 1000 per month with us,” official Telkom correspondence says.
Superior service delivery
Telkom promises its Pinnacle customers superior service delivery, better communication and personalised attention.
Pinnacle customers’ repairs and installations will be given priority, meaning shorter lead times and improved service delivery. A dedicated call centre will handle Pinnacle customer calls while customers will also have access to a dedicated website – located at http://www.telkom.co.za/at_home/pinnacle/ – promising excellent service.
“The dedicated website and call centre are designed to offer personalised attention that focuses on your needs,” Telkom says.
“We aim to ensure that you receive the service you require promptly and efficiently and commit to providing you with the necessary feedback on the progress of your fault repairs and new orders.”
Customer service improvement
Telkom has often come under fire for its poor service delivery and long waiting time to reach helpdesk assistance, and this initiative is likely to be welcomed by high-end customers.
Current Telkom subscribers who spend less than R 1 000 per month with the company may however feel aggrieved that they don’t receive the same customer service levels as high end customers.
High ARPU (average revenue per user) are however the bread and butter of many telecoms companies, and it is not surprising that Telkom is improving service levels aimed at retaining these clients.
Telkom Pinnacle – give your views
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