Telus = Amazing Cs

[koshy]

So my friend wanted to switch from Telus to Rogers. She was excited about the idea that she could change her phone whenever you wanted, but swapping sim's. She had used the same phone for 2 years of her contract....somehow I can't see myself doing that.
Anyway I signed her up for a plan with Rogers. Then she called Telus to cancel her existing plan etc etc. Telus not only matched the Rogers plan but they added a bunch of other features (caller ID, voicemail 10 etc etc) AND $300 off any phone in their lineup. On top of all of this the CS rep was extremly polite. I was really in awe....as I am used to be berrated and belittled when calling Rogers CS reps. (I am not implying that all Rogers CS reps are like that)
Long story short Telus really came through......the question is when are they gonna become a GSM provider.

[chaotic]

thats great to hear...and I agree that Telus CS is excellent. I've spoken with them on numerous occasions and i always come away with the same feeling. They certainly excel there. I would suggest the next time you feel belittled by anyone from Rogers, escalate it. get names and reference numbers...Rogers is working very hard to find reps that do not value customers and weed them out. As an employee, it angers me to hear that customers of ours have been mistreated. Hopefully that experience changes for you on a pleasant note. cheers,

[Guest 153]

Originally posted by koshy
the question is when are they gonna become a GSM provider.

Never. They'll use a 3G technology next. GSM is outdated.

[Yannerd]

I think the good service is because of the big complaint thing about telus a couple of months back. I personally never had any problems with telus (using their ADSL) and each time I called them they were pretty good about it.

Honestly though i think it comes down to luck. I've had some really good ones who get everything done and I get some really bad ones who make me just want to hang up and call again to get a different person. Mind you, while on the topic of CSRs, ING Direct seems to have really good service in comparison to everyone else out there (not just banks).

[Guest 153]

Originally posted by Yannerd
ING Direct seems to have really good service in comparison to everyone else out there (not just banks).

Off topic,

Have you ever tried North Shore, or Coast Capital Credit Union? They're both REALLY good, compaired to the big banks (TD, RBC, BMO, Citi, Scotia, etc.)

[Yowwww]

interesting that it was a good experience with a Telus rep, I cancelled everything with Telus due to their poor cs skills and am planning to move to Rogers more than likely. When I cancelled the woman on the line didnt even bat an eye, she couldnt have cared less that I was cancelling. I work in this field also and consistency is really important. Granted when you call, one person can be different than the last, but they shouldnt vary that much when it comes to cs or customer retention. That is something Telus needs to work on.