We joined Telus for the first time in August. Every month we seem to have some hiccoughs. What the representative at the shop tells us will happen and what actually happens never seems to match up. Then what one customer service rep on the phone tells us and what the next one tells us sees to be different again. We were getting pretty flabbergasted, especially since it takes so much time to wait in the queue and then to speak to someone. Then I discovered the online chat service with a customer service rep. This has made it so much easier to communicate as I can stay productive while I am waiting for the rep to look things up and figure things out. I have also never had to wait and seeing things in black and white is easier as well it seems, there is less miscommunication and misunderstandings.
Today I had an online chat with a rep named Gilbert. I feel his service was outstanding, but the chat got shut down before I could activate the feedback, so I am writing here. The downside to both online and voice chat is often reps go slient, it is usually because they are busy looking things up, or reading your file, but unless they tell you that you think that maybe your call has been dropped or you have been disconnected. I have also found that if you give them too much information all at once that reps don't read or listen to everything, only usually the first bit, then end up repeating yourself a few time. Gilbert clearly read my questions because he repeated them back to me for confirmation and then addressed them. He also let me know everytime he needed a minute and asked me to stay on and thanked me for my time and patience. This alone was enough to impress me, but then he went even further. After upteen times talking to agents on the phone and online and getting something changed or adjusted on my account, I have never recieved any confirmation or recap on what we achieved, until today. After chatting with Gilbert, I recieved two emails confirming a change to my account and another confirming an adjustment that was made. If that is supposed to be standard practise (and I would strongly urge that it become that if it isn't) then the other dozen agents I spoke too are not in compliance with those standards.
Gilbert made my day. He also made me try another month when I was ready to give up. Cheers to Gilbert!
This is not an online chat service.
This is a forum. Ask your question with as much detail as possible to get some help.
Hello-@NABBER87: Yeahh! - Nabber87: How are you!..to whom? to the OP=Original poster or to Bruce Gordon the TELUS Team Member. Review your answer. Are you agree with the OP-Statement, about the TELUS Rep Performance or have an experience, with a Telus.Agent or via Chat session to share in the forum, send out. Thks & Stay Connected! Bye "V9"
Goto the Contact Us link on the Telus .com site EDIT: This link is now at the bottom of this page as well.
There is a Chat icon near the bottom right of the screen.
Or you can call them from another phone: 1-888-811-2323.