Service provider's customer service
Telecom operators give advice and help customers
All telecom operators provide their customers with customer services and assistance. When you are selecting a service operator, think, what kind of customer service you need and how high you value it. Customer service of good quality brings competitive advantage to operators.
There are no exact provisions on the provision of customer service, but the provided services and their pricing depend on the telecom service that provides the service.
Help from telecom operators' websites and self-service
Turn to your telecom operator's website in problem situations.
Websites give information on
- services;
- pricing of services;
- contract conditions; and
- instructions and settings related to the introduction of various services.
Most operators have a list of frequently asked questions including answers on their websites. An answer to most frequently-asked questions and problem situations can be found there.
Some operators have a discussion forum where problems may get solved.
Especially mobile operators offer a self-service option to customers on their websites.
You can register with the self-service any time once you have received a username and password from your operator.
Through self-service you can, for example,
- order and terminate different additional services;
- change subscription types;
- keep your eye on your next bill;
- flip through call itemisations.
E-mail and web forms for non-urgent contacts
Try sending e-mail or use web forms to find an answer to your problem in case websites do not give it or you can afford to wait for the answer. Most telecom operator's websites have information on how fast they normally answer to e-mail or web contacts.
Normally, information needed by the operator to answer the question is marked as obligatory in a web form.
If you send your message by e-mail, it is worthwhile to describe your problem as precisely as possible. If your response or problem concerns a certain subscription or service, it is important that you leave your contact details in the message.
Telephone service helps in urgent problems
The operator's call centre often provides the best help in urgent problems. In addition to their call centre number, most operators provide technical help desk and a telephone number for fault reports.
Check with your operator for call centre telephone numbers and exact charges. If the call centre number is subject to a charge, the queuing often costs the same as a normal telephone call.
No provisions on maximum response time
There are no provisions on the maximum response time of a service. The congestion of a service depends on the telecom operator, and even the day or time of day. Also, there are differences in the opening times of telecom operators.
FICORA obliges telecom operators to publish quarterly the information on how long their customers must, on the average, queue to reach their customer and advisory services. This helps you to compare the telephone services of telecom operators.
The statistics do not tell the situation at a specified moment, but give a chance to compare the service quality of telecom operators. In addition, many telecom operators publish information more often than they are obliged to.
