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Cable & Wireless improves customer service

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06.JUNE.08

Customers of Cable & Wireless (SVG) Ltd. can expect to have an improved customer experience in the upcoming months.

In an attempt to continue delivering the best ‘Customer Experience’, Cable & Wireless has set about three important steps that will significantly benefit its customers.{{more}}

From February 24th to May 24th, two Grenadian contractors, Davney Leo and Matthew Regis, were hired by this country’s leading telecommunications provider to repair cabinets, which will facilitate better cable management. This initiative will also reduce fault occurrences and ease the workload of Cable & Wireless’ technicians who go out to repair cables.

While here, the Joining team completed a total of 20 cabinets: Four in Union Island, one in Mayereau, 10 in Bequia and five on the mainland.

Secondly, Cable & Wireless has launched a new programme called “Meet The Customer”, which seeks to enhance the customer experience by having all persons within the organization meet and greet customers. Some members of staff will also sit in customer interfacing areas to see as well as to feel what customers experience daily with a view to improving customer service.

This programme takes place every Thursday, and from all indications customers have expressed appreciation of the gesture and some were really excited that members of staff took the time to greet them as well as make an extra effort to assist them.

Managers and senior officials have also been calling the customers regularly whenever the company has a new service or even to say hello and enquire about their service.

Cable & Wireless has also embarked on a new bill format for fixed line and post-paid mobile to help generate customer satisfaction. Bills are now easy to read, and easy to understand, while savings are clearly outlined. This initiative is expected to result in happier customer and Easy to Pay.

Angus Steele, Chief Executive of Cable & Wireless (SVG) Ltd., said the telecommunications company will continue to improve. He added: “We are not going to rest on our laurels until the customer feels the difference”.

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