Accessibility And Availability For Customer

Published Date: 02 Nov 2017

a) Accessibility and availability for customer

Provide 24-hours of payment service with online banking

Services provided to a customer is convenience

Kiosk payment machine in the centre is provided

Convenience for customer to pay bills with a drive-thru counter available

Separated counter for different service provided

b) Customer experience on the service provided

Provide a service which impress the customer

Good service provided by the company which include the staff performance and skills is counted in as well

Locations of customer must not be a problem for the service team

c) Staffing levels and qualities

Number of staff providing service in and out

Customer service provided to consumer is good and satisfy to customer

Staff personal qualities reflects on what the customer expecting

Staff appearance, personal attitudes, skill also impressed customers

d) Consistency and accuracy

Bill issued to the customer on time

Accurate information was given to the customer

e) Reliable service provided to the customer

Inquiries about payment and billing is provided

Reputation of the company is well build

f) Value or the price for the service

Affordable and reasonable price for the service

The service itself is worth for the price paid by customer

Example of an existing service-oriented organization in Malaysia and how these components are applied and practiced

tm-300x138.jpg

Website

www.tm.com.my

Industry

Telecommunication

Address

Level 51, North Wing Menara TM,

Jalan Pantai Baru,

50672 Kuala Lumpur,

Malaysia

Customer Service

1 300 888 123

Information

Malaysia's No.1 provider of information communication technologies, strength not only lies in their products and services but also in various aspects of the industry including research and development as well as value added innovations

Vision and Mission

As the leading integrated telecommunication company in Malaysia, we aim to deliver cutting-edge communications, information and entertainment services. Explore our profile to find out more about who we are and what we stand for.

Vision: "To be Malaysia’s leading new generation communications provider, embracing customer needs through innovation and execution excellence"

Mission:

Strive towards customer service excellence and operational efficiency

Enrich consumer lifestyle and experience by providing innovative new generation services

Improve the performance of our business customers by providing high value information and communications solutions

Deliver value for stakeholders by generating shareholder value and supporting Malaysia’s growth and development

About TM

Telekom Malaysia Berhad (TM), Malaysia’s broadband champion and leading integrated information and communications group, offers a comprehensive range of communication services and solutions in broadband, data and fixed-line. As a market leader, TM is driven by stakeholder value creation in a highly competitive environment. The Group places emphasis on delivering an enhanced customer experience via continuous customer service quality improvements and innovations, whilst focusing on increased operational efficiency and productivity.

Leveraging on our extensive global connectivity, network infrastructure and collective expertise, TM is well positioned to propel Malaysia as a regional Internet hub and digital gateway for South-East Asia. TM remains steadfast in its transformation into a new generation communications provider to deliver an enhanced and integrated digital lifestyle to all Malaysians, and opening up possibilities through connection, communication and collaboration, towards our shared vision of elevating the nation into a high-income economy.

As a model corporate citizen committed to good governance and transparency, TM continues its pledge to ensure the integrity of our processes, people and reputation as well as the sustainability of our operations. Our Corporate Responsibility (CR) ethos reinforces responsible behaviour in the four main domains of the marketplace, workplace, the community and the environment. With a focus on ICT, the Group further promotes 3

Major platforms i.e. education, community/nation-building and enviroment, through our reaching out programmes.

TM is also a multiple corporate awards winner, having been recognised consistently for our high standards in Corporate Governance as well as the Anugerah CSR Perdana Menteri for Best Workplace Practices two years consecutively, in 2009 and 2010. TM was most recently honoured with 5 National Annual Corporate Report Awards (NACRA) 2010, notably the Platinum Award for CSR; and 4 Frost and Sullivan Malaysia Excellence Awards 2011, including Best Broadband Service Provider of the Year.

a) Accessibility and availability for customer

24-hours kiosk payment machine was provided at the centre so that customers can pay their bill using machine.

Online banking is also provided by the company to make it convenience for the customers to pay the bill without stepping out from their doorsteps.

Mode of payment are variable provide to the customers.

Customers can choose to pay through ATM machines, mobile, mail, phone, terminal, and over the counter.

Rather than attending the counter in the branch, customers can choose to pay their bills over the counter such as TNB, post office, and banks.

Customers can choose to pay through several modes such as bank draft, postal order, money order, cash, cheques and even credit card.

If the customers were in a hurry, they don’t have to park their car and go down to make their payment, instead they can easily pay their bills through the drive-thru counter.

The charges from internet service and phone service were all integrated into a single bill.

b) Customer experience on the service provided

Provide several services to the customers such as internet service, phone line and etc.

Two types of services provided by the company such as TMpoint’s service and professional services.

Customers not only can get their phone line service in the company, they can also enhance the others facilities such as call waiting, call transfer, speed dialling, fixed sms facility and others.

Besides, internet services such as wireless service, Integrated Services Digital Network (ISDN), Fixed Wireless Telephony using Code Division Multiple Access (CDMA) also available.

TMnet Streamyx is one of the most commonly used by customers with good feedback as well.

Service team were always in the action to provide their services to the customers throughout the places no matter where the customers locations are.

Services for OKU citizen was also provided by the company.

Responsible service provider is also provided to the customers as the company takes it as part of their responsibility to educate the customers as well.

c) Staffing levels and qualities

Staffs who work under the company were well informed and knowledgeable to answered questions from the customers.

They were all well groomed with a smile to keep the customers delight with the services.

Immediate action was taken up by the customer service team and followed up was done to make sure customers are satisfy with the service they had provided.

Personality and attitudes of the staff were well behaved and well controlled to make sure customers are always right attitude.

d) Consistency and accuracy

The bills issued by the company to the customers were on time to keep the customers aware and informed about their latest bill statement.

Customers can also view the statement online if they choose not to receive their statement through mail, which is also convenience to them and save the earth as well.

e) Reliable service provided to the customers

Information provided by the company were reliable such as the information about the promotion, packages, billing and others.

Customers can also receive their rewards and offerings as a way of thanking them for subscribing their services such as monthly discounts and privileges from partners, contest to wins fabulous prizes and invitation to exclusive events.

The company reputation was well build and well known by the consumers throughout Malaysia as they are the number one provider of information communication technologies.

f) Value or the price for the service

Fees and charges was reasonable and affordable for the customers.

Customers can save up a lot as the first time they pay, they are able to get free installations fees if they sign up for the packages provided with terms and conditions applied.

Different range of packages were offered by the company for customers so they have different choices and options to choose on.

A variety of packages in different prices attracts the customer to consume the products.

Different charges charge by the company to the customers was reasonable and customer are willing to pay as they are satisfy with the service.

Customer can also enjoy unlimited usage for a fixed rate.

Customers are allow to access internet almost everywhere they travel in the world and also they get to enjoy the benefits of global roaming, broadband, and narrowband as well .

Customers can enjoy free charges for calling all TM fixed line nationwide under the internet packages.

They also received free Wifi modem, cordless phone and TM ID once they sign up for the packages.

Affordable charge to all mobile and other fixed line nationwide with only a flat rate of 10 cents per minute.

By paying the same value of price, customers can also get free value added services such as online guard plus license to protect their computers and documents against viruses, spywares and other online threats .