"We Answer To You!"
Cable shows extra commitment through new customer charter
Cable & Wireless, the leading communications company in the Seychelles, announced on Wednesday 18th January during a Press Conference, that as part of its continuous effort to work closer with its customers and improve its service delivery, the company has introduced a Customer Charter for all its fixed line residential customers.
The Cable & Wireless Customer Charter is a document granting certain rights to customers that form the basis of the company's fundamental principles as an Organisation. It reflects the company's corporate values, effort and commitment in providing customers with the highest possible standard of service in four key areas.
Under the bold slogan 'We Answer To You …' the company has set some challenging service levels for fault restoration, installation works, query resolution and operator services, which are as good as the standards set by other fixed line telecommunications in more developed markets.
Cable & Wireless will aim to:
- Resolve faults within 3 working days;
- Install new service (e.g. new lines or extension) within 15 working days, subject to certain terms and conditions;
- Resolve all queries immediately but if further investigations need to be carried out, then within 8 working days; and
- Answer all operator services calls within 40 seconds on average, 24 hours a day, 365 days a year.
If the number of days set for fault repairs and installation cannot be met, Cable & Wireless will notify the customer and provide them with a specific date of completion. If the company fails to meet these specific dates, customers will be entitled to claim (from Cable & Wireless) a one-off payment of SR25 for the delayed fault repair and a one-off payment of SR50 for the delayed installation.
Georges D'Offay, Divisional Manager Customer Operations, added: "Cable & Wireless is thrilled to lead by example and commit towards you in such a bold and meaningful way. Taking care of you and your needs is our responsibility and finding solutions to your problems is our challenge. Such a charter gives the customers well-defined set of expectations about service levels. On average, our service levels are well within these specified targets and over time we will aim to improve on our promise. This is not just words on paper, but rather a set of values that drive us to bring you the best possible service. When it comes to putting you first…we mean business!"
The Cable & Wireless Customer Charter for residential customers will come into effect as from the 1st of February 2006 with terms & conditions being applied. The company, on a one-to-one basis, has already introduced a similar Charter for its business fixed-line customers.
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