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Posts Tagged ‘Customer Care’
Listening to you: a conversation with Rogers ombudsman
May 16th, 2011 a 3:01pm
In July 2009, Rogers established the Office of the Ombudsman. Our ombudsman, Don Moffatt, investigates and attempts to resolve customer complaints and problems. While the vast majority of customer service inquiries are resolved by our front line employees , the Office of the Ombudsman is in place to review customer inquiries when a satisfactory resolution cannot be reached with Customer Care or the Office of the President, Rogers highest level of support for customer escalations. Recently, I sat down with Don to get a better understanding of what Rogers is doing to improve the customer experience. Here are the highlights from our conversation.
What’s the story behind the Ombudsman’s office?
The Ombudsman’s Office was created in July 2009 as an impartial avenue of appeal and review for Rogers customers. My office is unaffiliated with the customer service organization at Rogers. I review all sides of an issue and make sure customers are treated fairly. To me, fair means fair for the customer and fair for Rogers.
What is a typical day like for you?
Each day, I personally review all of the escalations that come through the Office of the Ombudsman.
I work with the Office of the President to determine their role in a customer inquiry. If the Office of the President has already been engaged, we ensure the customer inquiry is a priority for them and we establish a commitment that the Office of the President will get back to them. If the issue has not previously been escalated to the Office of the President, we advise the customer that we’ve engaged them to help resolve the issue.
If the customer is still not satisfied with the resolution after engaging with the Office of the President, I advise them to come to me so we can further investigate.
And what would you do at that point?
We seek the customer’s consent to access their records.
Then I ask the customer for their side of the issue. Next, I ask Rogers for their side of the issue. Then, I sit down and review the material and provide a recommendation in writing or over the phone. I would say that in 95% of the cases, we’re able to get the issue resolved to everybody’s satisfaction.
Do you look at customer inquiries as customer feedback? What’s next?
Yes. Absolutely. In the Ombudsman’s Office, I really have two mandates. The first is to provide an independent review of issues on behalf of customers. Secondly – and as importantly in my view - is identifying the root cause of issues. Often the issue relates to policies or processes that aren’t customer or employee friendly. Once we identify the cause, we work with the various departments within Rogers to recommend and implement policy and process changes. In 2010, there were actually 17 policies and procedures that were changed at Rogers as a result of cases that had come into the Office of the Ombudsman. I’ll give you an example. A customer was having trouble sending text messages to China in Chinese characters. They were able to receive Chinese character messages from China and they were able to send and receive Chinese text messages within Canada but when they originated a text message to China, in Chinese characters, it wasn’t going through. So we spent a lot of time investigating the root cause of the issue and traced the source to a new software upgrade involving one our partners. This was a case that took a lot of time, but we were able to resolve it – not only for him, but for many others that were experiencing a similar issue.
What are some of the key changes that Rogers has made to make it easier for customers to do business with us?
We’ve been making important changes to customer experience. For example, we found that there were some system-related errors with order confirmation. The system that was supposed to send an email confirmation to customers confirming exactly what they had just purchased and agreed to was not functioning properly. We found the issues, investigated them with the business and got those resolved.
We’ve also implemented things like a data alert tool that alerts customers when they’ve reached 80 and 100 percent of their data use, 1 and 2 year contract terms and a variety of self-serve tools available through MyRogers.
Why the Ombudsman’s Office? What do you enjoy most about your job?
The most satisfying thing about being the Ombudsman is helping people resolve issues. In the majority of the cases I get involved in, there is an opportunity to help customers and I enjoy that portion of the job immensely.
Miranda MacDonald is a regular contributor to RedBoard
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Tags: iPhone 4 launches tomorrow on Rogers
July 29th, 2010 a 1:35pm
We’re excited to share some news about how our customers can upgrade to iPhone 4 which launches tomorrow. As the Canadian carrier with the most iPhone customers and experience, we’re making a commitment to allocate the majority of inventory we receive from Apple to existing customers wanting to upgrade to the iPhone 4.
And while we can’t do this every year, we’re excited to announce a special upgrade offer that gives our iPhone customers the chance to get an iPhone 4 at a discounted price until September 30, 2010.
Rogers customers have the flexibility to upgrade to any new device at any time by paying full price for the device. However, as a benefit of being a Rogers customer, we’re investing in a special iPhone 4 hardware upgrade offer to reward our customers for doing business with us, as long as they activated a Rogers iPhone on a term contract on or prior to June 7, 2010 – the day Apple announced iPhone 4 at the Worldwide Developers Conference.
Here are the general guidelines about the iPhone 4 special hardware upgrade:
Did you activate or upgrade your Rogers iPhone on a term contract between January 1, 2009 and June 7, 2010?
Then you’re eligible for at least $250 off the no-term device price. That’s an iPhone 4 16GB/32GB for $399/$499 on a new 3-year voice and data plan.
Did you activate or upgrade your Rogers iPhone on a term contract on or before December 31, 2008?
Thank you for your business. You’re eligible for at least $480 off the no-term device price. You can pick up an iPhone 4 16GB/32GB for $159/$269 on a new 3-year voice and data plan.
Did you activate or upgrade the original Rogers iPhone 3G in 2008 and then upgrade again to the Rogers iPhone 3GS between June 19 and September 15, 2009?
You’re also eligible for at least $480 off the no-term device price. You can pick up an iPhone 4 16GB/32GB for $159/$269 on a new 3-year voice and data plan.
How do I check my eligibility for this special iPhone 4 hardware upgrade program?
The easiest way for you to check your hardware upgrade eligibility is through www.rogers.com/iPhone. (UPDATE July 29, 2010, 3:13 PM: We are experiencing technical difficulties with our HUP eligibility tool and it may be giving incorrect results. We’re aware of it and are working on it. While we do, the tool may be temporarily unavailable. Thanks for your patience. UPDATE August 16, 2010 11:20 AM: The technical difficulties are resolved and the tool is working correctly.) Aside from this special iPhone 4 offer, regular hardware upgrade program policies apply. If you take advantage of this early hardware upgrade offer, your new 3-year term will begin immediately. Savings under this special upgrade program are determined based upon the length of time remaining in your existing term and the specifics of your selected plans.
Any news for new iPhone 4 customers?
New customers can purchase a 16GB iPhone 4 for $159 or a 32GB iPhone 4 for $269, each with a new three-year voice and data plan on Canada’s proven and reliable network. With Rogers, you get unlimited access to Rogers WiFi hotspots for free as well as unlimited social networking to the top seven communities in all iPhone data plans and our Handset Protection Gurantee. The Handset Protection Guarantee is subject to terms and conditions. To read the full program terms, go to http://www.rogers.com/protection.
What about Fido customers?
Fido also has a special iPhone 4 promotion for its customers. For customers who entered into a Fido agreement on or before June 7, 2010 and want to upgrade early to iPhone 4, Fido will provide a special iPhone 4 discount by way of a bill credit of between $250 and $490. In addition, customers may contribute all accumulated FidoDollars towards their upgrade. Go to www.fido.ca/iphone for full details.
How to get your iPhone 4
Worldwide demand for the iPhone has been high and quantities are limited. At launch, the iPhone 4 will only be available at Rogers stores and authorized retailers, and not by Customer Care or Rogers.com. We recommend you contact your local Rogers retailer to confirm units are in stock. Our goal is to get an iPhone 4 into the hands of every customer who wants one, so visit www.rogers.com/iphone to find updates about stock levels.
Data on data
Here’s an overview of some great new and in-market plans that will get you up and running with your iPhone 4.
Return of special smartphone $30/6 GB plan
Effective July 30, and as a limited time promotional offer for smartphone customers who activate on a three-year contract, Rogers is offering 6GB of data for $30. This data plan can be added to any in-market voice plan before September 30, 2010.
Share with your family
Now that you’ve upgraded to iPhone 4, what do you do with your 3GS? Pass it on through our Family Share Plans and share minutes, messaging and data. Starting August 4, add additional voice and data lines for just $25 per month (plus Government Regulatory Recovery Fee) on a three-year term for up to five people!
*New* smartphone and iPad sharing plans
You’ve told us you love our in-market iPad plans and the ease of activation on Rogers – but some of you have asked for device sharing and we’ve listened. Starting July 30, and for a limited time until Sept. 30, customers on a 6 GB plan will be able to share data between iPhones and iPads for an extra $20 (plus Government Regulatory Recovery Fee). For details, visit a Rogers retail location.
We’ll also try to answer as many questions as we can in the comments below. We recommend that you do not call our Customer Care representatives as they have no additional information and will not be able to process your hardware upgrade at this time.
UPDATE (July 31, 10:18 PM) Rogers is committed to getting an iPhone 4 into the hands of every customer who wants one. We regret to say that for the time being, Rogers retail outlets are sold out of the device. We expect to receive regular shipments of iPhone 4 from Apple over the coming weeks and will update this site once we have more stock.
UPDATE (August 6, 2010, 8:58 AM 2:45 PM) Rogers is receiving a new shipment of iPhone 4, which will be available in limited supply in some retail locations starting on Monday, August 9 Saturday, August 7. In the meantime, Apple retail stores may have inventory available for both new customers and existing Rogers customers upgrading to iPhone 4.
UPDATE (August 9, 2010, 1:05 PM) Hi everyone. We sincerely apologize for the inconvenience caused this past weekend as many of you expected iPhone 4 to be back in stock at our stores. In an effort to get devices available as soon as possible, we are expediting all shipments to stores outside our normal process. Unfortunately, there was a miscommunication on Friday and stock was not available as expected on Saturday.
We are trying to be as transparent as possible and provide you with timely information. Obviously, this isn’t a perfect process and we appreciate your patience. Stock that was en route Friday will be arriving in some stores today. Additional inventory will be arriving throughout the week. Due to high demand and limited quantities, we strongly recommend that you call ahead to ensure that iPhones are in stock.
UPDATE (August 12, 2010, 12:25 PM) We have more news for you on iPhone 4 availability. We regret to say that Rogers retail outlets have sold out of iPhone 4s. The good news is that we expect more stock to start appearing in stores later this week, most being on shelves by Saturday.
As before, inventory remains limited so we recommend you contact your local store to confirm units are available. In the meantime, Apple retail stores may have iPhone 4s in stock.
Rogers remains committed to getting an iPhone 4 into the hands of every customer who wants one. We’re reading each and every of your comments on this post and will respond with whatever information we can.
Are these updates useful to you? Please let us know in the comments below.
UPDATE (August 14, 2010, 3:00 PM) The latest round of iPhone 4 stock at Rogers stores is once again sold out. We’re receiving regular shipments from Apple, so we’ll update this post again once more stock is available. Until then, you may want to check Apple retail stores to see if iPhone 4s are in stock.
UPDATE (August 19, 2010, 11:45 AM) A limited number of iPhone 4s have started to arrive at Rogers retail locations. Considering the limited inventory, we recommend you contact your local store to confirm units are available. In addition, Apple retail locations may have stock.
UPDATE (August 21, 2010, 1:30 PM) iPhone 4 stock at Rogers stores has sold out. Regular shipments are coming in from Apple, so we’ll update this post again once more stock is available. In the meantime, you may want to check Apple retail stores to see if iPhone 4s are in stock.
UPDATE (August 25, 2010, 4:15 PM) A limited number of iPhone 4s have again started to arrive at Rogers retail locations. Considering the limited inventory, we recommend you contact your local store to confirm units are available. In addition, Apple retail locations may have stock.
UPDATE (August 29, 2010, 7:31 PM) iPhone 4 stock at Rogers stores has sold out. Regular shipments are coming in from Apple, so we’ll update this post again once more stock is available. In the meantime, you may want to check Apple retail stores to see if iPhone 4s are in stock.
UPDATE (September 1, 2010, 3:11 PM) A limited number of iPhone 4s have again started to arrive at Rogers retail locations. Considering the limited inventory, we recommend you contact your local store to confirm units are available. In addition, Apple retail locations may have stock.
UPDATE (September 3, 2010, 4:39 PM): iPhone 4 stock at Rogers stores has sold out. Regular shipments are coming in from Apple, so we’ll update this post again once more stock is available. In the meantime, you may want to check Apple retail stores to see if iPhone 4s are in stock.
UPDATE (September 10, 2010, 2:33 PM): This week, inventory of iPhone 4s was more limited than previous shipments. As a result, it sold out immediately in most cases. An Apple retail location may have stock.
UPDATE (September 16, 2010, 5:15 PM): A limited number of iPhone 4s have again started to arrive at Rogers retail locations. As in past weeks, they will likely sell out quickly. We expect to get new shipments in store each week. As shipments will be consistent on a weekly basis, we will no longer be updating this post. If you’d like to check iPhone stock near you, please contact a Rogers or Apple retail location.
UPDATE (September 29, 2010, 1:43 PM): Good news for those of you who have been unable to secure an iPhone 4: another shipment is starting to arrive in stores today.
We encourage you to head down to a Rogers retailer to pick one up over the next 24 hours or so. As always, we recommend you contact your local store first to ensure stock is available.
Our goal is to get an iPhone 4 to every customer who wants one.
UPDATE (September 30, 2010, 2:35 PM): An update on Rogers/Fido iPhone 4 promotions.
When Rogers/Fido launched the iPhone 4 on July 30, we announced special offers for our new and existing customers. Since then, we have activated a significant number of devices with 80 per cent having gone to our existing customers. These special offers were scheduled to expire on Sept. 30, but we have some good news to share.
First, we are extending the 6GB/$30 promotion until Oct. 5. Second, we are extending one component of our early Hardware Upgrade offer through the end of the year. Any customer who activated or upgraded an earlier version of the iPhone with Rogers/Fido on a term contract on or before December 31, 2008 will continue to be eligible for at least $480 off the no-term device price when they upgrade to an iPhone 4. They can pick up an iPhone 4 16GB/32GB for $159/$269 on a new 3-year voice and data plan.
While other components of our special iPhone 4 early HUP offer expire today, Rogers and Fido customers can continue to take advantage of our standard hardware upgrade savings. Fido customers can also add their Fido dollars to their Hardware Upgrade for additional savings.
Keith McArthur is Senior Director of Social Media at Rogers.
Tags: How @RogersHelps helps: Improving the customer experience 140 characters at a time
March 30th, 2010 a 1:35pm
When people I’ve helped online meet me in person they often say, “wow, you’re a real person!” In fact, I’m just one of the real people on the @RogersHelps team – which engages with customers through social media on issues from products to policies.
Here’s a primer on @RogersHelps (in a little more than 140 characters)
What is the @RogersHelps team?
The RogersHelps team uses our @RogersHelps Twitter account to learn from our customers and help when we can. We also engage with customers in blogs, forums, Facebook and now RedBoard.
Why did Rogers create the @RogersHelps team?
We knew our customers were talking about us online and we wanted to be part of the conversation. When there’s an opportunity to help, we’re here to provide assistance, answer questions and listen. We also make sure your feedback gets passed along to the right people at Rogers. This is valuable information for them to have when making business decisions.
Can @RogersHelps get customers better deals or process account changes?
We’re not here to provide discounts and we’re not trying to replace traditional support channels. Our front-line Care and Technical Support reps can be reached by phone, e-mail or live online chat. They’re experts in their field and we leave that job to them. But we can help customers escalate problems to our senior Customer Care specialists in certain situations, for example where a customer’s experience hasn’t been up to par.
What’s the best way for someone to get in touch with @RogersHelps?
@RogersHelps is our primary Twitter account and either I or a member of our team will respond. (Nous avons aussi @RogersVousAide pour nos clients français.)
Does @RogersHelps respond to all the tweets directed at it?
We strive to respond to every tweet directed at us, but we usually do so through personal accounts such as my @RogersMary account rather than the @RogersHelps account.
What are some examples of how people are using @RogersHelps?
Tweets are like snowflakes, you’ll never get two the same. But for the most part they can be categorized into two categories: customer experience and feedback.
A lot of the tweets we get are general customer questions like, “what roaming package is best for me?” or “my device was stolen, what options do I have?” We try to provide answers to these questions or refer them to our support channels where appropriate.
We also get a lot of feedback — customers sharing stories about their experiences with Rogers good and bad. Here is where we can add value by passing along feedback to our colleagues.
How do you see @RogersHelps evolving in the future?
There’s no perfect model for engaging with customers in social media and we’re learning as we go along. Our goal is to continue to learn and evolve to meet the needs of our customers.
What other resources do you offer?
@RogersHelps is just one way we’re working to make it easier for you to do business with us. There are a variety of places you can go if you have questions or need support about our products or services: you can check out our self-serve content on Rogers.com; you can reach out to our support channels; or you can talk to us through some of our social media accounts.
Have you had an experience with the @RogersHelps team? What role do you think social media should play in improving the customer experience?
Mary Pretotto is a member of the @RogersHelps team. On twitter, she’s @RogersMary.
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