What happens when one of the country’s biggest telecommunications companies decides to prank its own staff at its HQ? Maxis recently pulled three pranks on its staff – some of whom are part of the top management team – as an exercise to demonstrate the company’s new “It’s Not OK to Be OK” philosophy at its Menara Maxis office.
Maxis’ new philosophy was announced at the company’s AGM, where CEO Morten Lundal described just why it was not enough to just be OK, especially when it comes to its own consumers. The internal philosophy aims to motivate the Maxis staff to push for greatness, and ensure a marked improvement in customer services to a consumer base of more than 4 million users.
As a start, the company has already implemented a new Q-System in the Maxis centre in Menara Maxis that sends a ticket number directly to your mobile device and alert you when your number is about to be called, eliminating the need to sit around the premises in case your number is called.
http://www.youtube.com/watch?v=RtQArKQ7W3Y
Of course, other improvements are taking place, but Maxis is also making sure its own staff understands the issues its customers are currently facing. As part of the “It’s Not OK to be OK” initiative, the company launched the Unmatched Customer Experience (UCE) campaign…on its own senior management staff. The first video at the top of the page targets the Head of Sales and Services, Tan Lay Han, as well as the Head of Consumer Business, Dushyan Vaithiyanathan.
Besides that prank, the Maxis team were also subjected to two more, mirroring issues customers usually face such as long waiting times and being given the runaround when overcoming an issue, or even being given nasty surprises when the postpaid bill comes each month, something Maxis (and other telcos) have long been accused of doing.
These videos may just be promotional PR stunts for now, but it is definitely heartening to see a company finally addressing its customer services and making itself an example to other telcos. That being said, we sure hope that the entire effort is actually sustained.
In addition to these prank videos, Maxis has also shared more videos on its YouTube channel to promote its new “It’s Not OK to Be OK” philosophy. View them here.
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