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Impressive customer service exhibited by Telenor - a case study for business management - when customer told to "burn in hell"Tuesday, 10 July 2012
have heard often - those of us who attended business school that good
customer service is the key to growing and improving a business and its
brand. Some small businesses try to give in all they have along this
lines but once they have grown big, arrogance comes in. But the case of
Telenor is not that it grew from a small business to a big one as seen
It is a company created by the Norwegian government which
is now behaving as a profit making venture. This means that managers
employed here are done based on their connections with the
establishment rather that their pure business acumen. This is why,
though costumer services is not an attractive business area for most
Scandinavian companies, as a whole, Telenor continues to lead the way
when it comes creating resentment among customers.
A pure case in point that students of business should note is this case which Telenor actually flopped in recently.
16 years old Norwegian, Maiken Fredriksen Iversen, contacted the
company via telephone and to complain that she received a
higher bill and wanted some explanation. She received text from the
customer service official that "go burn in hell."
general expected from Fredriksen Iversen was that Telenor
will send her a warning that she had used all her talk allowance and
that any addition will cost her more. So when she received her bill she
observed that she had been charge more due to her going above her
limit. But she was not informed about that she had gone over her limit.
when she contacted the company she was give a show down, asked to
download an app to see how much she had spent and told off.
replied that this should not be necessary, and that I want to get a
text message," she said to the Norwegian paper, VG. Then she added that
"He (customer service official) then told me to be "a bit helpful." I
replied that this was not good enough and then said goodbye and hung up
the phone," says Maiken Fredriksen Iversen to the Norwegian newspaper,
Shortly thereafter, answer from Telenor came in the forms of
a text message to Mette Frederiksen Iversen's cell phone. It read: "The
husband of audacity. I hope you burn in hell."
"I was flabbergasted and run a little frightened," said Mette Frederiksen Iversen.
the press received the text and the story, Telenor took the situation
seriously as they observed how a PR failure this has brought them.
is rough. No one should be treated this way," says Telenor
Communications manager, Tor Odland who have expressed an unqualified
apology to Mette Iversen Fredriksen.
The family has decided that as soon as possible to end their longstanding subscription from Telenor.
is not the first time Telenor has come short when it comes to customer
services. Survey after survey conducted since the past years have shown
the company coming down hard hit but nothing is changing.
A lesson for business school students and the specially selected bright people at Telenor.
By scancomark.se Team
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