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Friday, 07 October 2011 11:03 |
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BT’s novel approach to customer service
Loyalty was treated to a ‘classic’ example of customer service from BT this week when the huge power failure at its exchange in Birmingham left our office without broadband services for several hours.
After a mercifully brief wait in the telephone helpline queue, we were informed that BT was currently unable to deal with any phone-based reports of internet problems. The message then very helpfully gave the address of the BT website from where further information about our non-functioning broadband could be obtained (thanks a bunch) before ending the call with a curt “Please call back later”.
It is obviously a fact of life that problems occur with internet connections, but would it put service providers such as BT out that much to provide a real live person to talk to, or at least an up to date recorded message giving some details on what the problem is? It would certainly be much better than telling someone who is ringing up to report they cannot access the internet to visit a website to find out more information.
As it is offices full of people who are hugely reliant on online services (such as our own esteemed organ) are left with deadlines to meet, emails to send, news stories to post on websites, and no idea of when they will be able to do this.
BT’s website – when we were finally able to access it – proudly boasts that the company is an official sponsor of the London 2012 Olympics. A shame they couldn’t live up to it with some world class customer service. |
Positive impact of the feedback huddle