You’ve probably heard by now that TELUS is on a mission to put you – our customers – first. Over the last five years, we’ve launched a number of Customers First initiatives and programs to ensure that you have the most helpful and professional experience with us every time you reach out. But, we’re not naïve; we know this is only possible with an amazing group of frontline team members.
To say thank you to the team members who go above and beyond for our customers, TELUS throws an annual recognition event: The Customers First Champions Gala. This year, 193 customer-facing team members from across Canada were invited to join us at the Fairmont Hotel Vancouver on April 21. It was a special evening for our Champions and their guests as well as our senior leaders. We won’t soon forget the thunderous applause each Champion received as they crossed the stage. Their colleagues, friends and families were bursting with pride as they learned about the outstanding dedication each individual had to customer service.
One memorable story from this year’s event is about a TELUS power couple: the Matlocks. Jason and Lisa Matlock were both honoured at this year’s Gala for their passion and commitment to the job.
Lisa was recognized for taking ownership of her customer’s situation. In the words of a thankful customer, Lisa patiently and kindly persevered to get to the bottom of a billing mystery. She scoured several systems, reviewed many bills and played true detective to determine what was happening and resolve the customer’s issue as quickly as possible.
Jason was honoured for his courage to innovate. Earlier this year, he was asked to transfer a cell phone number to a home phone account. In addition to coming up with a low cost solution, he also followed up with the client to ensure that her new services were meeting her needs, particularly during a trying time in her life. She was very touched by Jason’s genuine concern and expressed her heartfelt gratitude.
This husband-wife team truly believes in making customers feel welcome and appreciated. They spend their working hours developing genuine connections and understanding the unique needs of each of their clients. It was truly a pleasure to hear their stories.