The overall Customer Experience will continue to be a strategic focus in Singtel and we aim to deliver a distinctive
customer experience in the market. Working towards this goal, we will need to enhance our current Voice of the
Customer programme to better understand customer expectations and to be more responsive in driving timely action
across the organisation.
Our people have a crucial role in delivering great customer experiences. It is therefore important for every employee at all job levels to inculcate a customer-centric mindset and embrace and promote the company’s core value of Customer Focus.
To inspire a unified customer-centric culture, we focus on providing our people with the right tools to collaborate
with each other and create a positive experience for our customers. In the last three years, we have been expanding
organisational capabilities by training close to 2,000 certified practitioners in Lean Six Sigma (LSS) and service
leadership in Singapore. Quarterly benchmarking and best practice sharing have helped to create platforms where our
people become service ambassadors for the Singtel brand. |
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We won the IQPC Asian Process Excellent Award for Best Project for Service Sector
in July 2011 and the International
Award – IQPC Deployment Leader of the Year (Honourable Mention) in January 2012. |
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Bill shock |
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 MySingtel app |
Bill shock has been a hot topic in Singapore in recent years. But due to our efforts to ensure Singtel customers better understand our charges and price plans including caps, as well as the high data roaming charges imposed by overseas operators, we have been able to |
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reduce incidents of bill shock. Where issues do arise,
we work with customers to try and reach a mutually
acceptable outcome. |
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| Customers can also check their own data usage records
readily through SMS, the MySingtel smartphone app and
the Singtel website. In addition to capped tariffs for local
data use, we offer overseas roaming plans that provide
unlimited data usage from S$20 per day. Customers are
initially alerted via SMS when they reach certain data limits
and this will escalate to contact from our Customer Care
Officer if higher usage is detected. |
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