Dear Westnet Member…
After a long spell of mild Summer-esque weather, the West has finally begun to experience some woolly-winter weather and to be honest, it’s quite a relief!
The onset of wind and rain came at the same time as a number of Westnet staff members jumped the Pacific to visit the shores of the US of A (purely a coincidence, we assure you). Upon return, there was an overwhelming consensus that while Americans may be renowned for many things, a reputation for super service isn’t one of them.
But it should be.
From the assistants at LAX to the ushers at Madison Square or Yankee Stadium…in fact , even the NYPD’s tagline on the side of their patrol cars is Courtesy, Professionalism, Respect. Sure, it makes sense for waitstaff to deliver great service (they need to in order to ensure a good tip), but what about all those who aren’t driven by the prospect of a dollar? It is truly a beautiful thing and Americans should be very proud.
When you work for an award-winning customer service company, it’s easy to assume great service is everywhere because you are surrounded by it every day. So it’s not until a visit overseas you realise how bad the general customer service is in Australia. When was the last time you went through a checkout and were told by the staff it was their pleasure to serve you and to please have a wonderful day? How often do you go through a drive-through and hear a clear, polite, helpful and articulate voice through the speakerbox?
We’d love to hear about some of your customer service experiences, both good and bad. Just use the comment field under this article and let us know.
In this edition of the Westnet newsletter we’ve got heaps to give away – including the opportunity to WIN a $5,000 Bankwest account and tickets to see Transformers 2.
Remember, if you have any comments or recommendations for the Westnet Newsletter please email us at newsletter@westnet.com.au. We trust you will enjoy our June edition and we wish you the best of luck for our competitions!
Posted by Marika Mazzucchelli
June 5th, 2009 at 8:32 pm
From the other side, as a checkout operator, I find myself much more likely to smile and be polite to someone who treats me with some respect too. But please, be as rude as you like and if you throw me an extra $20 I’ll promise I’ll smile.
June 5th, 2009 at 8:44 pm
Only a few weeks ago I upgraded to adsl2. I contacted every department in regards to billing/technical support and obviously sales department. The standards on the service I received were great. For every question I had there was an answer with exactly the information I required. This information and support lead me to actually going through with getting adsl2 and I now don’t regret it.
Thank you
Darren Percival
June 5th, 2009 at 8:59 pm
Your right about Westnet providing good service. Today I had the pleasure of dealing with Michelle in your accounts dept and she was so so helpful even to the point of going right through all my options on how I could save a few dollars and still get the great products offered by Westnet. Thanks Michelle & Westnet.
June 5th, 2009 at 9:01 pm
for many years we have been members of Westnet at home. their service and support is A1, compared to another large carrier we have to deal with at work.
June 5th, 2009 at 9:49 pm
When you talk of award winning customer service companies, you don’t need to look any further than Westnet itself. My experience when joining Westnet was service above and beyond the call of duty.
There was a problem with my internet line coming into the house, and at one stage I was on the phone to your customer service support, along with your Westnet representative (who incidently was also extremely helpful), for hours on end. The poor guy tried everything to fix the problem and eventually diagnosed the fault as being one by the main telephone company. Nothing was too much trouble for him. The fault was eventually rectified, with help from your staff, and I have never regretted moving from a well known internet provider to you.
Congratulations – other providers should use your company as a standard to aspire to in customer service.
June 6th, 2009 at 4:59 am
With the stunning level of service that I have received from Westnet I feel that your team should take over the political arena. If this was to be an uphoria would settle on Australia.
It appears that your policy is three words only
1/ Service
2/ Service
3/ Service
In response all that can be said is Thank you, Thankyou, Thank you
June 6th, 2009 at 6:10 am
The other day we received an e-mail announcement from you about a planned outage of something like 2 minutes in the middle of the night. I was amazed. Our previous ISP never announced any outages! Over the last year or so, their sevice got so bad that I eventually quit my 12 year relationship with them.
I can’t say how much I appreciate just knowing that if there is a problem with the Internet, I can talk to someone at Westnet at anytime.
One other thing I like is the Westnet website. It is clear informative and extremely useful to me. (Unlike the one from my previous ISP)
I am a little disappointed that the new Wireless Broadband is based on the Optus network. But then in the long run if Optus gets more support they may finally be able to increase their coverage to match Telstra’s. That would be a real advantage.
Thanks for being such a great company. Please keep up the good work!
June 6th, 2009 at 6:46 am
The worst customer service I have come across has been the staff & officials at LAX and Honolulu airports – the rudest and most thoroughly unpleasant people I have ever come across – except for one official gentleman at LAX, who was so friendly, pleasant and helpful he stood out like a shining light against all the others, and I felt like making him an honorary Aussie on the spot!
On a local level, customer service, for example in restaurants, is usually pretty ordinary, which I feel is generally due to lack of proper training. Waitstaff can easily be taught to bring a meal and then clear the table and smile at the right time, but going the extra mile and providing a memorable experience is sadly lacking. This is not confined to the hospitality industry, and I know there are professionals out there in many industries who do provide exceptional service – we need many more of them!
June 6th, 2009 at 7:34 am
No you do a very good job on your newsletter there is a bit of everyhing so everyone can get a glimpse there is something for everyone to take a peek.
June 6th, 2009 at 7:54 am
Hi
In regard to customer service standards, I completely agree that there needs to be a change. I don’t consider myself old at 43 and having lived in the UK and South Florida I have experience of the good, the bad and the ugly. I also worked for a major airline in the nineites, who were constantly looking at ways to improve and/or change in this area. So, I have certain standards that I like to see although they may be higher or lower than other peoples expectations.
I have noticed a decline in basic manners in children: If they are not taught to say please and thank you at home, then it follows that most don’t say it anywhere else? Many times I have gone through a drive through and not once was there any sort of thanks for my custom.
Cultural differences also apply. I decided not to use a particular manicure shop anymore as I couldn’t stand the level (or lack of it!) of customer service. The lady in question continued to talk in her mother language whilst attending to me and at one point displayed my foot to the other, saying something that I obviously couldn’t understand. Of course this made me competelty paranoid about my foot!
Unfortunetly, we are now in the ‘throw away’ society and that seems to include customers!
June 6th, 2009 at 8:20 am
On good service. Recently I have had cause to use Customer Service and Account Services with you at Westnet. Please don’t sell yourselves short. You asked for comments on the best or worst service. Well you guys have got Customer Service nailed. Everyone I spoke to gave the best responses, showing compassion and real empathy to my plight. And I got the most amazing friendly service I’d had from anyone ever. My problem was solved without hassle and I felt so respected as a customer. Thanks so much! You people could teach many companies a lot about customer service. Also your T.V. add is a rear one, suprisingly “IT’S TRUE”; you are real people. Thanks again and please, please don’t stop as many do. Regards Shane
June 6th, 2009 at 8:35 am
Your service is second to none. If Telstra is your main threat, you have nothing to worry about and I personally enjoy talking to a person when I require assistance.
June 6th, 2009 at 9:32 am
DEAR WESTNET,
EVERY TIME I WRITE MY EMAIL ADDRESS, I GIVE A SIGH OF RELIEF THAT IT IS NOT THE BOGPOND ADDY THAT WE HAVE HAD FOR 12 YEARS!
AND I WONDER WHY I PUT UP WITH IT FOR ALL THAT TIME.
NEVER IN ALL THAT TIME DID I GET A FRIENDLY EMAIL SAYING ‘HI VALUED CUSTOMER! ARE YOU STILL HAPPY AND CAN WE HELP YOU IN ANY OTHER WAY?’
EVERY CONTACT WAS AN EFFORT WITH THE ENDLESS ‘PRESS 1 PRESS 4 AND PRESS WHATEVER YOU LIKE WHEN WE ARE NOT GIVING A RELEVANT AVENUE FOR YOUR ENQUIRY’.
AND SINCE FINISHING WITH BOGPOND WE HAVE HAD A MONTHLY BILL FOR INTERNET RENTAL AND THEY HAVE ONLY JUST BEEN ABLE TO ORGANISE THEMSELVES TO ACTUALLY CLOSE OUR ACCOUNT, EVEN THOUGH WE RANG THEM BEFORE WE JOINED YOU TO OFFICIALLY CLOSE IT!!
AND AS FOR GETTING AN EMAIL AFTER A PHONE CONTACT, FORGET IT! THEY WOUDN’T HAVE THE COURAGE TO ASK OUR OPINION OF THEIR ‘SERVICE’
SO NOW WE CAN RING WESTNET AND KNOW THAT WE WILL NOT BE ‘TRANSFERRED TO ANOTHER DEPARTMENT’ (CUT OFF OR HUNG UP SO WE HAVE TO GO THROUGH ALL THE *%&!)OR ‘I’II TALK TO MY SUPERVISOR. OR YOU ARE IN THE WRONG AREA. OR THERE IS NO RECORD OF YOU HAVING CALLED BEFORE ABOUT THIS PROBLEM (AFTER YOUR SIXTH PHONE CALL ABOUT THAT VERY SAME PROBLEM)
THAN KYOU WESTNET FOR TRULY PROVIDING SERVICE AS PER THE DICTIONAR YMEANING OF IT AND NOT JUST ‘LIP SERVICE’.
GAYE MCCORMICK
June 6th, 2009 at 10:18 am
I agree with the above comment about customer service in Australia. I think that all those in the tourism industry in Australia including all the myriad in the hospitality sector should go to Asia, especially Singapore and Thailand and be shown what good manners and service are.
Your food is served promptly, you don’t have to signal to ask for another drink, you are offered one before you even raise your head to seek out a staff member. Every staff member you pass has a greeting and a smile for you. They make the effort to remember your name.
Everyone from the cleaners up to the managers show courtesy, professionalism and respect to their guests and customers.
Australians should learn from them and courtesy, professionalism and respect should be top priority for everyone in customer service.
Yes, it takes a trip overseas to see how unprofessional Australians actually are.
Familiarity should not breed contempt.
June 6th, 2009 at 3:36 pm
I was with Telstra for all of my phone (then internet, too) services , for over 28 YEARS !! I have now been a “bundled-boy” with Westnet for over a year, and I COULD NOT BE HAPPIER!!!
The poor old Telstra tele-marketers: you’ve got to give them marks for persistence, but sadly for them…..THEY AIN’T IN THE RACE !!
Cheers
Ian
June 6th, 2009 at 4:00 pm
In response to your ’service’ comment, I find that mostly one gets the service response to one’s attitude, however, this does not always work. Recently I lunched at a local facility and when I queried the cost of an item the attendant took the menu and pointed to each listing as he spoke it in a clear slow voice and added the cost of each one. I simply replied “I can read”. But won’t go back there again. However on the other hand – because of my lack of mobility I must use a scooter, a mini one for travel and normal size for everyday use. When travelling on train or tram, or just browsing the shops I have had nothing but absolute friendliness, courtesy and help. The ‘Spirit of Tasmania’ needs special mention because, from boarding to disembarking the staff were exceedingly helpful and considerate, I have nothing but praise for them. There is no excuse for being rude however busy the staff, and I sympathise with anyone who ‘cops it’ from rude staff.
June 7th, 2009 at 7:26 am
Our family have loads of bad CS stories, it would need pages to list.
We have just moved from Armidale in NSW to Tasmania and customer service is one of the one things that is totally different. Armidale has to be one of the worst places for customer service in, dare I say it, Australia (well atleast NSW). We even use the term ‘they must have attended the Armidale School of Business’ when we deal with bad service people. In Armidale there is a ’she’ll be right mentalitiy’. We had our yard landscaped, 8 years later, it still wasn’t finished and the contractor disappeared off the face of earth. Go into a hardware store or garden tool shop and ask for prices (if someone will serve you) and get given the answer ‘around $XXX’, can’t seem to give an exact priceand have almost zero product knowledge, so you have no idea. The removalist tells us it would take atleast 2 days to pack our house for the move, they turn up the afternoon before the truck is due. Some of the businesses think nothing of abusing you for not buying there product and the list goes on, meals that have to go back 3 times because they contain food that wasn’t asked for or people are allergic to. Anyway saying all this there were example of good service and you really appreciated it when it happened. The local credit union was a good example as well as the little corner shops.
In Tasmania it is a totally different story, they still believe in supporting the local businesses, so there are lots of little, unique business down here and the service is exceptional, when there is bad customer service it stands out and I think people just don’t return. The school leavers that are in places like woolies and takeaway shops are a credit to the business, helpful and friendly. Running a small business ourselves we wouldn’t hesitate to employ a young trainee etc but in Armidale we would only employ mature age people. Regards, Lynne
June 7th, 2009 at 12:58 pm
Once in Marrakesh, Morocco, i was wandering in the markets. I accidently glanced at a jacket( 1st mistake) and before i knew it i was dragged into his little shop. “Hello my friend, Which one do you want?” the guy says. “No thanks, just looking” i replied. “This jacket is 600 dirham my friend but for you 500″. “its a nice jacket mate but no thanks” i say. “you are my first customer today , you bring me good luck 400 dirham”he says. “naaah but thanks any way mate”my reply. “ok my friend for you , good luck , half price 300 dirham”. I look in my wallet (2nd mistake), ” no mate , i dont really need a jacket”. “where are you from my friend “, he says. “Australia”, i reply. – ” i have my friend John , from Sydney ” he says , ” i give you good luck aussie price -200 dirham” . Now hes got me thinking, “naaah mate , thanks for the offer but i really dont need a jacket.” how much you have my friend ” he says. “100 dirham” i say. ” this is too low” he says.. ” but , i like your shirt ( a 2 year old Billabong shirt). ” give 100 dirham and your shirt” he says. What a bargain!!!i think to myself. So the deal is made – 1 jacket for my shirt and 100 dirham. i walk off…… 3 shops down another guys says- nice jacket, you buy one more from me, 50 dirham “…..
Not only did he inflate the original price for over 1000% and come down so far as to still make 100%. He took the shirt from off my back!!. i dont know if thats customer ervice or just a bloody good saleman.
June 7th, 2009 at 1:31 pm
I like to hear the staff say to you have a nice day if they sound like they mean it and have a smile with it. Then I wish them also have a nice day. I hate hearing on the phone your call is important to us after a couple of times I feel like I want to scream. On your service I do not get that and I am quite releved.
June 7th, 2009 at 5:36 pm
We have only been Westnet customers for a short time (and joined Westnet due to the overwhelmingly good recommendations we had received from others we trust). In that period of time we have been shown why Westnet have won the awards that they have. When we have had to call, we have not had to wait in any annoying phone queues, we have been helped by extremely friendly service people who attend to our problems efficiently and without making us feel as if we are “technologically challenged” (even though we most certainly are!!) and we have had follow up phone calls to check that our problems have not recurred (although we neither asked for or expected this).
A couple of weeks ago, I had a call from Telstra (who had sent me a $0.55 closing bill after we had paid out our final bill and left them for Westnet….and that’s another story!) wanting to know why we had left them and what they could do to win us back. I could barely contain my laughter as I explained that they probably needed to do a few training courses with the Westnet customer service department before even telephoning me with such a ludicrous suggestion!! Keep it up Westnet, I’m never going back!!! Thanks for restoring my faith in “good service”!!
June 8th, 2009 at 11:36 am
I live in the country and would like to refute the comments about check-out staff. Most of them from Bunbury to Augusta are cheerful, friendly and polite. it is a bit hard for them at times when they get a rude customer but they must follow the rule “The customer is always right” and rude customers are not uncommon. I cannot comment on drive-throughs as we never use them, but please do not knock our check-out staff.
June 8th, 2009 at 12:06 pm
Recently my internet went down and the contact with and service I had, from Westnet’s technical support and customer service was second to none. They called back when they were supposed to and even rang yesterday to check that everything was going ok. Never before have I experienced this high level of customer service from a company – great work Westnet – I will certainly be recommending your service to others
June 8th, 2009 at 3:18 pm
When I have rung for help I have been listened to with respect and helpfulness. Most appreciated, thank you.
June 8th, 2009 at 3:36 pm
I’ve been with westnet for around 8 years and find your customer service next to none! I’ve phoned the westnet support team on occasions and found the whole team to be informative, fast and polite.
It’s quite refreshing to talk with real people that are clearly well trained as i like to ask questions and understand the issue i am having! not just get a canned response on how to fix it and rushed off the line.
This is why i stay loyal to westnet and mention your great service to my friends and family.
Keep up the excellent work. Shane c64web.com
June 8th, 2009 at 4:06 pm
Macdonalds and Hungry Jacks used to be those fast food outlets that were big on customer service but that has gone by the wayside. they employ kids barely able to read now a days – never mind knowing how to deliver customer service. Ive been to the USA and what you have said was the case 10 years ago when i was there – Come on Australia get with the program.
Try going into a Harvey Norman store or a Retravision – you will be disappointed. Restaurants are a classic NO SERVICE ZONE.I could go on all day
At least Westnet understands
June 8th, 2009 at 4:30 pm
Hi there Dorothy,
My apologies – I didn’t mean to tar all service staff with the same brush. Unfortunately many staff in urban-based places (I agree, not all) could do with a quick trip to the country to see how well it’s done there.
Again, that’s not to say everyone is the same – I couldn’t think of anything better than to get outstanding customer service everywhere, city or country – Australia or International.
Here’s hoping!
Marika
June 8th, 2009 at 4:34 pm
Hi Leah,
I can’t explain how wonderful it is to get such great feedback from our members.
Thank you for taking the time to let us know of your experience and I hope we can continue to meet, and exceed, your expectations.
Thanks again!
Marika
June 8th, 2009 at 4:36 pm
Hey Cheyne,
That’s a great story!
Travelling gives us the best tales to tell, doesn’t it?
Thanks for sharing,
Marika
June 8th, 2009 at 4:42 pm
I to cannot fault Westnet on a few occasions i have contacted Westnet the response has been second to none, quick polite & nothing to much trouble. Thanks Westnet.
On the service in USA i would its been s few years since i have been there but excellent service & welcome,cannot comment on now days.
I moved to Albany WA from UK 5 years ago & i can say as regards to shops & supermarkets etc they have always been helpful, polite include the welcome & enjoy your day.
But as for some big businesses it drives me nuts going through the press this button & that button & then weight Christ knows how long before you get a humane person answering. They need to take a leaf from you Westnet.
June 8th, 2009 at 5:29 pm
I replaced XP for vista and the trouble I had was unbelievable. First I tried to get help through Microsoft and could not understand the person on the other end of the phone. I had tried a number of times but just impossible. Following all this trouble I had to replace my Westnet ADSL router after a number of years of hard work and a number of moves, it gave up the ghost. So I replaced it with a D-Link of which I was advised by your Service personal that to ring them and they would assist me with the installation, of which I was extremely grateful for the hours of patient, helpful diagnosis of the old router by your personal. So I rang it took minutes to set me up with the new router and on line again, then I explained to your operator what I was going through trying to change the soft-ware XP to Vista, and your serviceman said, ‘he had the same trouble with the soft-ware and asked me if I could ring back during a off peak time if that was convenient and asked for him and he would assist me, This was extremely kind of your person, specially when the problem was soft-ware and not Internet problems. When I asked if It was OK to help me, He’s reply that I was one of Westnet senior (Age?) customers and It was his job and if I could not fix the problem I would not be able to used the Internet. After three sessions and many hours and days of me removing and reloading items we finally complete our task. I have been very pleased with Westnet service since the day one and have highly recommended Westnet to many of my relations and friends mainly because of your service and specially your customer face to face delivery of help and assistants to non computer literate senior people. There is another very special reason as well, very important, I have had no broken service since I have been with you, not like Big *****, and others services I know. I spend a good deal of time on “Skype’ and number of times that my callers break off because of overload or such, that’s what my callers tell me, when they complain. Sending photo’s to me has been no problems, but if I send them the same number of photo;s I am restricted to two or three photo’s at a time of which these people have the top rate of service payed for. These services just make your service number one well above other provides, even agreed by your competitors, Big *****. over the phone. This should only make you very proud of your staff and company. I am.
Regards
Wi77iam48
June 8th, 2009 at 5:42 pm
I originally swapped to Westnet when our previous ISP (them from across the ditch)wouldn’t do anything about spam. The final straw was when I started getting spam from myself! After I left, I sent a detailed letter about why I had moved ISP’s to their national sales manager – I’m still waiting for a response after four years!
Since then every problem I’ve had (and not that many at that!)has been courteously and efficiently dealt with by competent people.
This has included a move from Albany in WA to Victor Harbor in SA and associated problems with the Telstra Wholsale allocated landline on arrival. I hasten to add that this was not really Telstra’s fault but rather the product of a small exchange pool and some nasty pasties who had previously had the same phone number. But fixed quickly by Westnet staff.
I support the comments of all those who have commented so far – as shown in the newsletter – and I make of point of recommending WestNet to all our friends and contacts whenever they bitch about their providers.
Keep up the good work guys and gals. You are a credit to the industry. Sol’s former employers can stick it in his enchilada!
June 8th, 2009 at 8:34 pm
Hi Guys,
Hey, maybe it’s just me, but I always get good service wherever I go. Now why is that?
Staff in stores have knocked a bit off the price for me, without I have to ask or haggle about it.
I have been advised at times when I could come back to get a better price (dinkum, that) and also got a lot of help with products. I get a lot of help from Westnet too.
Do you think that maybe it’s simply that the people can see that I like them?
cheers
Les Hyde
June 8th, 2009 at 8:56 pm
I try to convince my friends and family to use Westnet as the customer service and internet service is far superior to telstra bigpond.
I have always found the staff to be patient and polite when I need assistance.
Keep up the good informative work and newsletters.
Thanks guys
June 9th, 2009 at 12:03 pm
Hi Les,
I hope so! Whatever you’re doing – it seems to be working for you, so keep it up!
Enjoy your day,
Marika
June 9th, 2009 at 12:19 pm
Hi Cathy,
I couldn’t agree more – someone needs to be polite to you and show you respect in order to expect it in return.
It works both ways, doesn’t it?!
Enjoy your day,
Marika
June 10th, 2009 at 3:57 pm
Westnet excels each time I have needed help.Say no more !!
June 11th, 2009 at 9:15 am
Thank you Westnet. I have enjoyed excellent customer service at all times. Very patient staff answer my questions and it has made getting on line much easier than expected. I am confident when recommending your service to family and friends. Thank you again and keep up the good work!
June 12th, 2009 at 10:01 am
Without sounding super syrupy, I’d like to add my praise of Westnet service delivery. Not only are the staff helpful but my ignorance, and often idiocy, of things technical has never been met with scorn but, on the contrary, has been met with understanding and courtesy, not to mention assistance. The lovely Marika deserves a raise. In an era of so much incompetency it’s a joy to find a company that maintains such high standards, both in the technical as well as customer-service spheres.
June 12th, 2009 at 11:56 am
I once emailed Westnet support at 11 pm EST about a peripheral matter and received a reply within two hours! I was amazed. That is service.
Congratulations. Always there and knowledgable as well. Westnet alas was not my first choice as other competitors were hogging the limelight. Even if things remain as they are [here] I shall remain as well.
June 13th, 2009 at 7:41 am
We have had Telstra making all sorts of offers to get us back! I’d rather waste my money on some kind of Nigerian lottery scam then go back to them. We love the service that westnet provides and have no intention on changing anything!!! Keep it up westnet^.
June 20th, 2009 at 7:32 pm
Hi, My son Sam who is hearing impaired & I found really good customer service from a girl named ‘Suri’ at their new Store “Pasta Cup” in Erskine near Mandurah WA. Suri went out of her way, had a smile, very positive & enthusiastic worker & makes you feel unbelievable happy as a customer. Also we would return again!
Also on another note the Technicians at Westnet are very prompt when returning your message, then they take me through each step to get my email back on track. I felt like they also don’t make you feel inferior & treat you with a lot of respect & courtesy, even though I felt like I was asking questions. (Never to late to learn at 46!) Thanks Westnet & the Team!!
June 23rd, 2009 at 1:15 pm
Hi I would also like to sing Westnets praises,I have been with them for Many years and if I could recall the number of times I needed help for a problem (which I most likely caused) and the staff have got me sorted out from it would fill the page. I run a small business and one thing I am always hearing is that customer service is lacking in a lot of shops etc and I also hear that rare praise about good service elsewhere. I was trained to give the service I would like to receive eg:polite,prompt and courtious.This has served me well and I have an excellent reputation for it (no I’m not bragging as my customers tell me often during the day) And Westnet is the same so Good Job Guys You have my custom for a lot more years to come.
July 3rd, 2009 at 5:51 am
Hi, while i may not be as articulate as some of the writers here I must say that Westnet is the absolute best. No matter who i have ever spoken to there the answer is always the same. Great service and Im treated like Im special. After some time with Big Pong and never being able to understand their personnel, u know, foreigners, it is such a pleasure to hear english spoken. lol. Keep up the good work gang. Each and every one of you has something to be proud of. Ive recommended Westnet to all my friends and will continue to do so. Regards and I know you will all keep up the good work.