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thoughts & musings :: CCC

Monday, 21 June 2004

BT. Promises, promises...

Customer care has become so bad in the UK right now that some companies are under the opinion that they can tack on reasonable service as some huge bonus worth advertising. BT has recently announced it's '3 promises.'

BT now promises the following:
  • When you make an appointment with us, our engineers will do whatever they can to keep it.
  • Whenever you call BT you'll always have the option to talk to a real person.
  • If the first person you call at BT can't help, they'll make it their top priority to find the person who can.
Well, thanks guys, you're just too kind. I'm welling up with tears now. But don't overstretch yourselves, will you? But, come on, how about a bit of reality:
  • When you make an appointment with us, our engineers will do whatever they can to keep it, because otherwise there's little point in offering any appointments in the first place.
  • Whenever you call BT you'll always have the option to talk to a real person from one of our many offshore call centres, who might just speak English in an accent you can understand.
  • If the first person you call at BT can't help, they'll make it their top priority to pass you on as quickly as possible so they don't get the blame when you 'accidentally' get cut off whilst on hold.
BT - we're striving to bring you basic common courtesy, because you've always expected it anyway.
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