TM AGAIN RECOGNISED FOR BEST COUNTER SERVICE
As testament of Telekom Malaysia Berhad’s (TM) commitment to providing for increased customer satisfaction, the Company recently received another award for its counter service, further signifying a positive outcome from the rebranding exercise that the Company undertook in April 2005. The rebranding exercise as pledged, was not merely a cosmetic change but emphasised a more fundamental approach towards instilling a customer service oriented culture amongst TM employees.
This has been further illustrated fruit when TM received the ‘Anugerah Perkhidmatan Kaunter Terbaik’ for 2005 for its TMpoint in Alor Setar, Kedah from the Ministry of Energy, Water and Communications early this month. This marks TM’s third recognition in this category having won the same award in 2004 for Kedai Celcom Bandar Baru Klang and TMNet Clickers Kelana Jaya Park View.
In addition, TM also bagged the main award in 2004; Anugerah Utama Kualiti Y.B. Menteri Tenaga, Air dan Komunikasi for its TMpoint Pelangi in Johor.
Speaking after receiving the award, Dato’ Abdul Wahid Omar, Group CEO of of TM said: “We are delighted to have won the award for the third time. This indicates that TM is already making strides in providing quality customer service and will continue to provide a fully integrated approach to customer service and satisfaction. We will make every effort to be consistent in service delivery and ensure that customer support remains top priority at TM Group.
The ‘Anugerah Perkhidmatan Kaunter Terbaik’ was given to TM based on its clear leadership in the following key measurement areas:
| (i) |
customer facilities; |
| (ii) |
counter staff best practices; |
| (iii) |
management support and |
| (iv) |
efforts carried out in recognizing customers needs and expectations. |
In addition to basic services such as bill payments and service applications, TMpoint Alor Setar, with its new image, has taken proactive steps in providing value added services for customer convenience including a 24-hour payment kiosk, a drive through counter, free internet surfing and a children corner.
Commenting on the achievement, Dato’ Kairul Annuar Mohamed Zamzam, CEO of Telekom Sales and Services Sdn. Bhd (TSSSB) said, “We are thrilled and honoured to be recognized for our services that we provide to our valued customers. At all our TMpoint oulets, we strive to go beyond customer’s expectations in rendering excellent customer service.”
Under TM’s rebranding exercise, the customer service outlets are undergoing changes not merely from a cosmetic point of view. Renamed TMpoint to reflect a new image and customer service orientation, the change also encompasses changes to its processes and systems as well as upgrading of skills of TMpoint personnel. It promises customers a better experience when dealing with TM and this award is recognition of the initiatives undertaken.
TMpoint, TM’s customer service outlet, is operated and managed by Telekom Sales and Services Sdn. Bhd (TSSSB), a wholly owned subsidiary of TM. To date, 74 out of 104 TMpoints nationwide have undergone changes to portray TM’s new image.
The award was presented by YB Dato’ Sri Dr. Lim Keng Yaik, Minister of Energy, Water and Communications during the Ministry’s Majlis Anugerah Kualiti Menteri Tenaga, Air dan Komunikasi’ held at Putrajaya on 18 August 2006.
About Telekom Sales & Services Sdn. Bhd.
Telekom Sales & Services Sdn. Bhd. is a customer service organisation which provides one-stop solutions for all TM Group products and services. With the Vision, “ To be a one-stop centre for TM Group products and services” and as a wholly-owned subsidiary of TM, Telekom Sales & Services is determined to provide excellent services for TM Group’s customers while offering competitive ICT products and services.
Telekom Sales & Services has more than 100 ISO Certified TMpoint outlets nationwide. These outlets serve as the primary channels in providing for the Group’s services such as service provisioning, bill payments , fixed line, multimedia and other value added services. Telekom Sales & Services also markets a wide range of telecommunications as well as IT related products and accessories.
Telekom Sales & Services is determined to provide excellent services for TM Group customers and to offer competitive ICT products and services, as it looks ahead to continued growth in the coming years.
About TM
Telekom Malaysia Berhad (TM), a leading regional information and communications group, offers a comprehensive range of communication services and solutions in fixed-line, mobile, data and broadband. As one of the largest listed companies in Bursa Malaysia with an operating revenue of more than RM13 billion, TM is driven to deliver value to its stakeholders in a highly competitive environment.
The Group places emphasis on continuing customer service quality enhancements and innovations. Currently, with investments and operations in 13 countries around Asia and globally, TM is focused on sustainable growth in both the local and international markets.
For further information on TM, visit www.tm.com.my |
