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Across our retail stores we have also installed interactive
screens to display the latest deals and promotions, thus
reducing the amount of in-store paper brochures and
allowing customers to access the latest information they
need at their fingertips.
Our online store singtelshop.com was revamped in 2011
and offers customers an alternative to the physical retail
stores. There is a Live Chat function available between 9am
and 11pm daily to give users the opportunity to receive
instant clarification on queries. As after-sales is an equally
important customer touchpoint, there is a dedicated hotline
for after-sales support outside of the Live Chat operation
hours. By empowering the first point of contact to take
ownership of the case, we ensure that customers have a
specific Singtel contact to attend to them.
To facilitate smooth online transactions and reassure our
customers, items purchased online are eligible for a one-to-one exchange with free delivery for faulty equipment
that is returned within seven days. |
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| Responsible procurement |
| Singtel suppliers are carefully selected to help us provide
our customers with the best quality products and services
we can at the best prices possible. During FY2012, 84% of
our purchases were from suppliers based in Singapore. |
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| In 2011 we undertook a number of initiatives to highlight
the importance of sustainability issues in our supply
chain. Firstly, we undertook a survey of our Tier 1 vendors
(in terms of their impact on our business, procurement
synergy and contract value) and set a number of targets as
a result of the feedback. Secondly, we made it mandatory
for local vendors in relevant sectors to be certified at least
bizSAFE Level 3 before they can participate in our tender.
This screening criterion is in support of the Workplace
Safety and Health Act which requires every company
in Singapore to provide a workplace that complies with
certain safety and health regulations. bizSAFE Level 3
requires external verification of health and safety risk
management and implementation by an approved third
party auditor. |
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| Responsible selling |
Singtel wants to make the customer purchasing
experience a pleasant and uncomplicated process. We are
committed to open and honest sales practices, and our
customer facing teams working at Singtel retail stores
are all trained to inform customers about potentially
contentious issues prior to signing any agreement. These
issues include contract terms, bill shock safeguards
and penalties involved with early termination requests.
Customers are also requested to acknowledge and
confirm the products and services provided in the Service
Agreement.
Many of our Value-Added Services (VAS) are offered free
for a limited promotional period when customers sign new
contracts with Singtel. Our customers enjoy peace of mind
as we advise them via SMS when the promotion is ending,
giving them the option to subscribe or cancel the VAS.
Every mobile phone that we sell comes with at least a one year
warranty from the manufacturer.
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