I’ve put a few tips together for Telecom NZ – my new broadband provider – on how to maintain a strong, trusted and respected relationship with customers.
This post was originally titled, ‘Telecom NZ: How not to be a dick in 3 easy steps’, I’ve since ‘toned’ this post down in order to resolve the issue amicably through support and corporate channels.
The core of my issue is to go about enabling front-line support staff within Telecom to remove the speed restriction imposed on fixed-line broadband plans that have usage caps, this process currently takes up to 48 hours which is unacceptable as an on-demand service. As it stands now I have a crippled internet service which leaves me feeling punished for going over my allocated limit with no means of ‘topping’ up my account nor Telecom support staff able to lift this restriction. Is this the fostering of customer relations that is encouraged by Telecom?
I understand the need and purpose of fixed-usage broadband plans to limit the costs of data usage passed onto customers and that data has a real ‘cost’ within the industry but without the means to pay for additional usage or lift this restriction I am at a loss of why this feature has not already been implemented as part of the core roll-out of capping internet speeds.
If you could raise this issue to the respective person within your department I would be very appreciative, I understand that this will have no effect on my case but I can clearly see this benefiting other Telecom customers. [...] I’ll be raising this issue with the Telecommuncation Dispute Resolution group for consideration.
Credit must be given where it’s due, call 123 and say ‘complaint’ followed by ‘broadband’ if you need any form of intervention from front-line support staff, they are awesome!
Speed limiting
‘Usage capping’ is an industry standard in Australia and New Zealand to reduce broadband costs passed onto customers, here’s the best way to go about speed limiting.
If you like maintaining a strong relationship with customers…
- remove the usage limit as a once-off or as a concession
- upgrades customers to a higher usage plan for the following billing month and remove the speed restriction for the remaining billing month
If you want to be appear incompetent…
- instruct the customer that’s just how it is
- mention other customers have requested this too
- tell the customer that it’s out of their hands; point the finger, blame the system, , abandon the call
- provide no contact details to escalate the issue
Plans
Fixed price internet plans allow customers to pay for usage up to their allowed data usage, if a customer goes over the allowed data usage in any billing month the remaining period of that month has reduced Internet speeds.
If you like maintaining a trusted relationship with customers…
- offer the cheapest solution to accommodate their needs
If you want to come off as a car salesman…
- offer the most expensive plan first then work your way down to a compromise between price and usage
Internet
If you like maintaining a respected relationship with customers…
- offer ‘speed free’ zones so customers can still make use of their crippled service
If you want to destroy your relationship with customers…
- slow all traffic, including that to your own website and portals