adminZimbabwe’S sole fixed telephony service provider, TelOne, which is now also a big player in the broadband space, appears to have turned the corner as it is responding to it customer needs.
We were recently intrigued by a comment from satisfied TelOne clients, who testified that TelOne was now offering much better service than international operators.
The client’s comments below bear testimony of TelOne’s new focus on its clients and it endeavour to offer flawless service;
“Oh what joy we had Friday night, when Mr and Mrs Redfearn in Yorkshire, England, actually phoned us from their landline. The problem was with their “Talk Talk” and Mr Redfearn only had praise for Zimbabwe’s TelOne. So that’s wonderful.
On Saturday morning, because of the time differences with New Zealand, I tried phoning my sister, Mrs Bondi, and guess what? Oh such joy, I heard the number ringing clearly and then she answered. The line was as clear as if she was next door.
We were so happy hearing each other’s voices that I forgot to say to her, “try and ring me back”, so when my husband came in he phoned her again and gave his condolences and asked her to phone us and if she couldn’t get through she needed to take the matter up with New Zealand’s main telecommunications people.
Alas the phone didn’t ring, so she sms’d us that first thing Monday she will be onto it.
So now we are very happy and phoned our sister-in-law, Mrs Clutty in Krugersdorp, RSA, and we got through right away and asked her to phone us from her landline. Stony silence! She is once again going to get hold of Telkom and we have given her your contact details to give them so that you might be able to assist them.
Lovemore, my husband, and I are very appreciative of your assistance and for Isaiah pointing us in the right direction to you. We very happy that communication between our family and friends via the telephone is being sorted out.
Thank you again,
Best regards
Mr W.R. and Mrs. S.A. Clutty, Nyanga”
In recent months TelOne has been busy developing initiatives biased towards improving the customer experience something which many Zimbabwean businesses continue to struggle with.
To show its seriousness TelOne recently launched 24-hour Call Centre which is backed by a software that allows efficient tracking of faults and any inquiries from anywhere across the country.
In addition, it has extended opening hours it is for client service shops to increase convenience for walk-in customers who want to transact after hours.
It also unveiled a new online payment platform for ADSL top-ups and subscriptions. This has indeed come with a lot of convenience for the customer especially in this digital age.
“The customer is at the centre of our existence and we are committed to indulging our clients to a world-class experience as a world-class telecommunications and ICT company,” said TelOne corporate communications manager Melody Harry.
After years of enduring complaints over service, this indeed comes as a refreshing thrust, which appears to be already taking the company to greater heights with each day.
“We have been receiving a lot of positive feedback from some of our clients who have begun to enjoy the convenience that our new interventions are bringing.
“The company is now able to monitor and track all reported faults ensuring that customer complaints are properly addressed by deploying correct intervention measures timeously,” Harry said.
For those customers with faults or complaints, TelOne is promising a whole new experience, just dial 950 toll free from any telephone line or 700950 from mobile networks, the TelOne Call Centre will facillitate a great new experience.
In terms of on-line transactions, TelOne ADSL subscription and top-up can now be done from the comfort of your home or office, 24 /7, 365 days a year through – Paynow Topup. For more information visit www.telone.co.zw
What is next TelOne? For now its kudos to you! – Technomag
Online Reporter