Mobile network operator Celcom (Malaysia) Bhd has rebranded its customer services programme though less than one percent of its subscribers reported being dissatisfied with the services.
Celcom’s chief executive officer Datuk Seri Shazalli Ramly said the company had taken the step to earn customer loyalty by introducing a new courteous, attentive and helpful branded customer service ambassador named “Anna“.
According to him, Anna is an icon to represent perfection in customer service as a whole as well as Celcom’s branch personnel and regional customer service representatives.
“This is more than just a rebranding, it’s a powerful new culture with everything now in place to ensure our customers can expect nothing but the best customer service and be fully satisfied,” he told reporters after launching the rebranding programme here today.
On the number of subscribers, Shazalli said Celcom could claim the number one spot if non-active subscribers were also taken into account.
“We could be number one if we count all our subscribers plus the non-active ones but we at Celcom only declared active subscribers,” he said.
Celcom said it has 6.2 million customers, including over 270,000 subscribers for the third generation (3G) services.
Shazalli said Celcom was offering web online registration for postpaid customers as part of its efforts to promote a seamless mobile lifestyle experience.
“Now, customers can choose their number, study the plan carefully and sign up for a new line without any hassle,” he said.
Shazalli also said that Celcom would install more 24-hour kiosks for cash, cheque and credit card payments nationwide.
Currently. it has 67 payment kiosks at 40 branches but only two kiosks, located at Menara Celcom and the Kuala Lumpur International Airport, are available 24 hours.-Bernama