Optus Brief Essay

2 Optus’s Brief

Optus is one of the largest telecommunication providers in Australia, providing customers with fast internet and communications over mobile phones, home phones and subscription television. Optus has over 130 operating experience in communication services in various countries such as Asia & Africa. Optus services assist and provide help for more than ten million customers each day.

3 Customer Needs

3.1 Customer Requirements

Optus customers always want fast and reliable internet and communication over the phone but when there is a problem that’s where Optus employee comes in. Optus employees are trained to listen and assist you in any problems that you have regarding the service of Optus. They are trained to treat all

customers with dignity and respect making sure that they are able to satisfy all customers’ needs. They do this in order to gain loyalty to sustain customer value. Optus employees are available to be contacted online, on the phone and even on social media such as Facebook and twitter.

3.2 Consumer Protection Legislation

Optus ensures flexibility and consumer protection through its interaction with the development and complying with industry codes of practice.

Optus does not discriminate any consumers in any way; in fact Optus has a range of methods to even help them. Optus has a disability action plan to furthermore help people with a disability, this plan includes solutions to people with a disability such as teletype writers, large buttons and extra information help for people who are deaf and having hearing problems. Optus is committed to guaranteeing satisfaction to the access of its products and services for consumers, treating all staff with respect no matter what colour, race or ethnic origin. Optus is committed to eradicating discrimination in all of their operations, including corporate culture, marketing activities, employee practices and interaction with the community. In under no circumstances will any trained customer service representative disclose any information that you have provided them to

anyone.

4 Customer Actions

4.1 How customers’ needs are researched & understood
Optus ambition is to become the most adored and most recommended service provider by the customers and people, ensuring they provide the most excellent service possible. Customer surveys is one of the things Optus’s uses to measure consumers satisfaction, but in this day and age where everyone uses twitter to tweet, Facebook to post reviews it is more effective to read these blogs and reviews and use them as a critical source of feedback for the company.

How Optus is using their plans to help achieve more customer satisfaction.
In May 2012, Optus created a new customer service division to give customers a bigger voice with the aim of providing customers with a more unique and rewarding experience.

Optus aims to give consumers more satisfaction and less frustration. Optus has implemented into their plans a way to help customers stay in control of their usage, by providing consumers with text and alerts that they are almost over their limit. This is to help consumers become less frustrated as they know that they are almost over the limit, as to where if Optus didn’t have these plans implemented customers would be frustrated that they are over the limit and need to pay extra money because they had no idea. Optus has provided smart phone applications that tell you when you are over the limit to help increase customer

satisfaction.

KPI’s

Key performance indicators that Optus use to evaluate their business are level of profit, number of customer complaints, employee engagement, females in an executive position, amount of energy use (gigajoules), amount of community investment and number of volunteering employees. These Kpi’s are used to evaluate the economic state of Optus, the customer’s level of satisfaction, Optus’s level of employee interaction, how Optus has helped or affected the environment, and how much Optus has contributed to their environment.

4.2 How Optus ensures employee consistency to reach quality customer service!

Optus strongly believes in rewarding and empowering employees to help them reach their full potential. Optus have a number of methods and development resources that can help employee achieve their very best. First off Optus provides new employees with a fantastic induction program through online material as well as a well-structured presentation which includes Optus visions, values, strategies, financial performance. Optus provides employees of the organisation with the My Learning development tool, it is a tool that helps employees track, plan and measure their learning and development to further assist them to achieve their goals. Employees also have access to a range of internal and external training courses that will help them with technical skills to communication skills like coaching and negotiating. They also have a mentoring program for employees who want to learn and achieve more by pairing them with an employee who has been in the company for a long time to help them acquire the right skills and knowledge. Employees who have difficulty meeting customer