Statement from Telus spokesperson Liz Sauvé
January 22, 2018
At TELUS, our culture, operational model and reward system are designed to put our customers
first in everything we do. Delivering great service to our customers has been a priority for us
since we first embarked upon this journey more than a decade ago. We are proud to be the
industry leader globally in customer service and loyalty, as reflected by our:
·
world leading employee engagement, galvanised by our passion for client service
excellence;
·
consistently top ranked results in respect of the Commission for Complaints in
Telecommunications Services reports;
·
superior churn metrics, which are the ultimate measure of customer loyalty and where
TELUS is consistently a global leader; and our
·
top performing wireless network in respect of speed, coverage and quality as recognised
by each of J.D. Power, Open Signal, PC Mag and Ookla.
TELUS is open to participating in a public dialogue on industry sales practices. Notwithstanding
this, we will continue to listen to our customers and put them first in all that we do. TELUS’
culture embraces a permanent dissatisfaction with the status quo and this drives our team to
take personal accountability for delighting our customers and eliminating the root cause of any
complaint that undermines our relationship with them. To this end, the mindset of the TELUS
team is that it is we are responsible collectively for driving our performance to realise zero
customer complaints in any and all aspects of our business.
With respect to sales practices at TELUS, the primary performance objective for TELUS call
centre team members in sales functions is customer satisfaction levels – not specific sales. Our
sales performance management and oversight disciplines ensure that this objective is
respected. As just one example of this, TELUS has a policy in place requiring that each
customer enjoy any new TELUS service for a minimum of 60 days before the customer service
representative involved is rewarded in any fashion. TELUS does not tolerate unethical sales
practices and remains focused on ensuring our new customers are happy with the services they
receive from us. To this end, our primary measure of customer satisfaction remains how likely a
new customer is to recommend our products and services to their friends and families. Our
performance relative to this measure impacts directly the compensation mechanism applicable
to all employees.