Customer service bad, but improving: Telkom

Telkom is focusing a lot of its energy on improving its customer experience as part of its turnaround strategy, group chief operating officer Brian Armstrong said on Tuesday, 2 September 2014.

Speaking at the Southern Africa Telecommunication Networks and Applications Conference (Satnac), Armstrong said that every executive committee meeting starts with 20–30 minutes of talking about customer experience.

“We realise we went off the boil,” said Armstrong.

Addressing the customer experience at Telkom is part of their strategy to be the clear broadband leader in South Africa, Armstrong said.

To achieve that goal, Telkom needs the following five things, Armstrong said:

  1. Superb customer experience
  2. Broadband products that meet customer’s needs wherever they are
  3. A great Internet service provider
  4. Compelling content and value-added services
  5. A revived brand.

Jan Vermeulen was a guest of Telkom at Satnac 2014

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Customer service bad, but improving: Telkom