China Telecom Global at the forefront of customer service with its Asian Experience Award win
Its Customer First, Service Foremost philosophy earns China Telecom Global the Customer Experience of the Year in Telecommunications trophy.
China Telecom Global (CTG) has solidified its status in the realm of customer service. The telecommunications giant has gained recognition for its customer-centric approach and enhanced after-sales service initiative, winning them the Customer Experience of the Year in the Telecommunications category at the Asian Experience Awards.
Presented by the Asian Business Review, the first-ever Asian Experience Awards aims to recognise unique, standout, or innovative experience initiatives of creative companies and their meaningful effects on their stakeholders.
CTG continues its mission to deliver the best customer experience with the philosophy - Customer First, Service Foremost. “We are dedicated to providing excellent customer service. To improve our customer service experience, we have continuously aimed to enhance the planning of customer service management and to improve our quality of customer service in different ways.” said Mr. Donald Tan, CEO of China Telecom Global.
CTG consults with its customers in the creation of service improvement initiatives. The company objectively measures customer satisfaction through an annual survey conducted by an external consulting firm.
For further enhancement, CTG upgraded the workflow of its Global Customer Service Hotline. A flexible transfer plan for remote calls was implemented to tackle business uncertainties and secure productivity during the pandemic by maintaining effective global communication through non-contact service capabilities. The Global Customer Service Hotline follows a customer-centric approach wherein they focus on delivering empathetic responses to customers in a timely manner, available 24/7.
Behind these industry-leading services and solutions, CTG believes that continuous staff support ensures that these services are delivered to a professional standard. The CTG staff partake in regular skill enhancement courses to promote career development. Moreover, the “After-sales Upgrading Procedures and Handling Guidelines for Commercial Suppliers” was implemented to ensure that technical teams follow client-oriented guidelines at all times.
CTG is committed to fulfilling the ever-changing customer needs with value-added services. This is especially important today as an increasing number of corporations and households rely heavily on technology to maintain the seamlessness of their daily operations brought on by the pandemic.
Watch the interview below to know more about their winning project: