Statement from Chethan Lakshman, Vice President, External Affairs, Shaw Communications
January 22, 2018
“A decision about pursuing a public inquiry rests with the CRTC. If there is a public inquiry and Shaw is asked
to participate, we will be pleased to share our practices.”
“Our customers are at the centre of everything we do at Shaw, and providing them with exceptional service and
experiences is critically important to our company’s success.
Our agents understand that our customers get the best value from our products when they have the best
experience with us. Well served customers are happy customers, and happy customers are loyal customers.
People can tell very quickly when they’re not receiving advice and recommendations that are in their best
interests.
Our sales approach follows our Best Value, Best Experience philosophy, where instead of simply listing our
products and taking orders, our agents take a consultative, value-added approach as expert advisors to guide
customers to the best experiences we have to offer.
This model is reinforced to employees through regular training, weekly leadership coaching, and routine quality
checks to ensure team members are following our integrity-based sales guidelines:

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​Our sales teams are trained to listen, identify opportunities and understand our
customers’ needs, so that they can provide the right product and service recommendations for
them.
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​Further, 100 per cent of our customer calls are recorded and available for reference in
case of customer concerns or queries, and for training and coaching opportunities with our
agents.
We have also instituted a compensation model that incentivizes integrity-based sales by ensuring agents only
receive a commission once a customer has kept their service for a specific period of time. We deeply value the
direct feedback of our customers and as such, we ensure that our agents are held to a high standard when it
comes to their personal customer satisfaction scores. We understand that, despite best efforts, we are not
always successful, but when customers do advise of unsatisfactory experiences we do our best to correct the
situation quickly and to our customers’ satisfaction.
We strive to provide customers with the best experiences so that price and discounts are not the only reason to
choose Shaw. Our products and services are designed to meet customers’ needs and demands. For example,
we have made available and affordable our WideOpen Internet 150 plan available to over 99% of our footprint,
and we are the only provider in Canada to offer customers the ground-breaking X1 television technology,
available for the past year under the Shaw BlueSky TV brand.
For customers who want price certainty, we also offer 2-Year Value plans that provide customers with
increased value and pricing stability and a full breakdown of the broadband and video services they ordered.
Our employees are the engine for our growth, and we would never be able to achieve success at Shaw without
their hard work and dedication. We have fostered an environment that is caring, fair and generous, and allows
them to thrive.