Best Customer Care

Telekom Malaysia Berhad

Service Culture Internalization

Keen to create a stronger customer-centric organisation, Telekom Malaysia embarked upon a service culture internalisation transformation programme that covered employees, resellers and authorised dealers. Its plan centred on head, heart and hand: it aimed to instil a service mindset, infuse a service belief, and take action to deliver service excellence throughout the customer experience journey. The operator has clearly laid out goals for the period to 2020 and established a structured framework to drive its transformation programme.

Telekom Malaysia demonstrated that it has significantly improved customer satisfaction by sharing increases in net promoter score and other metrics and gathering feedback from happy customers. The operator succeeded in changing the mindset and actions of its employees to the benefit of both customers and its business.


"Changing culture to be customer-centric is the biggest challenge faced by any telco. This is an excellent project and deserves to win."

"I have never seen such a broad and in-depth programme. It brings all the key components together to internalise a service culture and includes well-defined targets and ambitions. Well done!"

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