In the third quarter and the Vancouver-based carrier, Telus Corp exceed the forecasts for new subscribers. It has also reduced its turnover rate to 0.99% which is the lowest in Canadian wireless industry.
“Every time you let a customer down it costs you money”
Telus work towards the goal of “customers first”, and Telus claims that “customers first” will contribute in reducing its turnover rate. But why does “customers first” policy will help to reduce turnover rate?
Customers service creates a value proposition of “getting the job done”. Without good customers service, customers will not be satisfy as their problem is not solved, and will then increase the turnover rate of the customers. This explains why Telus will be willing to invest money in “customers first” training, and why better customers service will reduce the turnover rate of customers.
Better customers service will also directly enhance the customer relationships with the company. The services Telus provides are in forms of dedicated personal assistance, human interaction, and these two types of service can best improve customer relationship. Telus also provides automated service.
These explain the reason why better customers service will reduce customers’ turnover rate, and will therefore reduce the money lost and increase the profit earned.