Breaking Barriers, Building Bonds.
- Breaking the barriers of distance, price, time and technology, and
- Building strong bonds among SingTel employees, and with our shareholders, customers and business partners.
SingTel's Core Values underpin our desire to create a unity of purpose across the Group. They reflect our common aspiration to foster a performance-based culture that is open and innovative, and that promotes mutual trust and engagement.
With Traditional Media, you would think this is such a great caring company. Probably a good company to do business with. However with technology and social media today, marketing is no longer a simple job. Customer service is not just a nice to have department to generate report. Engaging in social media is not just something a company could do because its cool or everyone has it.
Singtel Word Cloud.
Many of the words used to describe Singtel does not seem that positive. Isn't the vision share throughout the company?
Singtel actually has quite a good response team on Facebook, they can direct the customers to the right place to share their problem. However, these other places are not very accessible. I've tried calling Singtel in the past and it too such a long time before I could talk to a human on the other end, I usually end up going to a Singtel store, and sometimes, they want me to call to resolve the problem.
So in essence, customer service is not so good.
And yes, on Twitter, Singtel is not so well spoken of. just type in Singtel in Twitter search, and I've always came out with negative remarks.
You can also find a lot of blogs talking negatively about them. So why are companies on social media if they are not engaging? Are the vision, mission, core values not shared by the employees?
I feel this is very common in traditional Asian companies. When the organization get to a certain size, the management although would like to embrace new technology, trends and communication channels, the staff, customer service and other employees not necessarily gets empowered much to do things. As a result, most of the brilliantly written values are not shared through the organization.
Lets look at the govern....
I guess I should not go further and you get what I mean.
It is important that the values of a company is shared throughout the organization. If the customers want to be treated right, the staff has to be well trained, paid well and empowered to do their jobs. Having social media does not make customer service better.
-- Robin Low