Quality Management of Service Centers
As of December 2010, Chunghwa Telecom (CHT) operated a total of 533 service locations (including 312 direct service centers and 221 authorized service centers) across Taiwan. CHT also offers around-the-clock call centers and online services all year round. In addition, CHT has implemented e-bills and multiple payment options via the internet, voice mail and credit card in accordance to its carbon reduction policy.
Besides engaging an external market research agency to conduct customer satisfaction surveys to improve the customer service standards and overall competitiveness of CHT’s nation-wide authorized service centers and service counters (Senao Service Counter), CHT has also implemented the following measures to improve the quality of its services:
1. Pursue SGS International Service Quality Certification of service centers:
Aim for SGS International Service Quality Certification in 2010, which is equivalent to ISO9000 certification.
2. Pursue refined counter services:
I. Engage a consulting firm to offer advice on-site to enhance the service staffs’ service concept, which ideally incorporates caring service elements and fosters service sensitivity. The aim is to better equip service staffs with high quality services that exceed customer expectations. CHT also stipulated service standards for all service centers.
II. The service centers of CHT’s respective operation offices collect information on caring service incidents for publication on CHT’s intranet in order to share learning experiences.
3. Field assessment on customer service quality of service centers:
Engage a specialist consulting firm to conduct the “Customer Service Quality Field Assessment of Service Centers” by involving an objective third party acting as a customer to assess the etiquette, service enthusiasm, professional knowledge, efficiency, proactive attitude towards opportunity marketing, attire of customer service representatives and premise cleanliness. Any areas requiring improvements were reviewed with follow-up actions.
As of December 2010, Chunghwa Telecom (CHT) operated a total of 533 service locations (including 312 direct service centers and 221 authorized service centers) across Taiwan. CHT also offers around-the-clock call centers and online services all year round. In addition, CHT has implemented e-bills and multiple payment options via the internet, voice mail and credit card in accordance to its carbon reduction policy.
Besides engaging an external market research agency to conduct customer satisfaction surveys to improve the customer service standards and overall competitiveness of CHT’s nation-wide authorized service centers and service counters (Senao Service Counter), CHT has also implemented the following measures to improve the quality of its services:
1. Pursue SGS International Service Quality Certification of service centers:
Aim for SGS International Service Quality Certification in 2010, which is equivalent to ISO9000 certification.
2. Pursue refined counter services:
I. Engage a consulting firm to offer advice on-site to enhance the service staffs’ service concept, which ideally incorporates caring service elements and fosters service sensitivity. The aim is to better equip service staffs with high quality services that exceed customer expectations. CHT also stipulated service standards for all service centers.
II. The service centers of CHT’s respective operation offices collect information on caring service incidents for publication on CHT’s intranet in order to share learning experiences.
3. Field assessment on customer service quality of service centers:
Engage a specialist consulting firm to conduct the “Customer Service Quality Field Assessment of Service Centers” by involving an objective third party acting as a customer to assess the etiquette, service enthusiasm, professional knowledge, efficiency, proactive attitude towards opportunity marketing, attire of customer service representatives and premise cleanliness. Any areas requiring improvements were reviewed with follow-up actions.
