Optus has refreshed its retail presence in Australia, opening 10 ‘yes’ pilot stores across Queensland, New South Wales and Victoria in March. It expects to also revamp 100 of its stores from April, with an additional 33 new stores added to the network within 12 months.
Optus claimed, in a statement, that the move will see the company employ more than 200 new staff in the retail department.
Optus sales managing director, Rohan Ganeson, said the announcement is a significant step in making customer experiences a priority and encourages feedback from its customers.
“Easier, simpler and better is what our customers have been telling us they want. These stores are an opportunity to deliver a better experience and the feedback from our pilot stores will be invaluable in helping us shape the experience for the rest of the transformation,” he said.
Optus will adopt a new concept for customers in these stores, which will focus on customer service.
- Retail staff participating in new training programs to improve customer service. The new service approach aims to solve problems on the spot, alleviating calls to customer care.
- Adding customers to Optus’ queuing app so they can see when a consultant is available.
- Interactive hubs that demonstrate mobile, home and business solutions.
Optus also claimed to be working on a revamp of its website and apps to make them more user-friendly, as part of a larger objective to deliver the best customer experience possible – whether it’s in store or online.
“Consumers are now more connected, more informed, and expect a higher level of service. Optus’ investment in our stores and people is recognition of the changing and maturing market,” Ganeson added.