Telus Invites Canadians to “Expect More” from Carriers

by Istvan Fekete on May 14, 2015

In a bold move and admitting an open secret that customers tend to hate their telco, Telus yesterday announced a new initiative that will separate it from the rest of the wireless players. It’s called “Expect More”, and it is a new platform that aims to invite all Canadians to expect more from their telcos.

The reason fuelling the initiative is simple: “When we expect more from ourselves, our customers can expect more from us”, Telus says.

Fact is, looking back to its quarterly earnings, the telco has three major reasons to believe that it has chosen the right path: First, 95% of its customers are satisfied with the customer service they get; second, Telus accounted for only 4.4% or 243 complaints submitted to the CCTS this year; and third, 99% of the customers chose to stay with the carrier month after month.

Telus says Expect More is more than just a marketing stunt, as it is a state of mind that starts from within. Reaching this level of customer satisfaction is the result of teamwork, and Telus is proud to highlight that. It plans to spotlight its employees.

What is noteworthy is that Telus is ready to admit where it has let down customers, not just highlight where it leads in service.

We know that we still have work to do to prove to Canadians that their experience with us is different. We are obsessed about constantly improving until we deliver an unmatched customer experience at every customer interaction, every time. We’re on the right track, and we won’t rest until 100 per cent of our customers are happy.

Telus emphasized once again that it will continue to listen and respond to customers, so we can “expect more” interaction on social media platforms.

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Written by: Istvan Fekete. Follow by: RSS, Twitter, Facebook, or YouTube.

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