"I thought you might be interested in some surprisingly good news about BT customer relations.
A few weeks before the due date, I realised that we hadn't arranged to transfer my Mum's telephone number for her move to sheltered accommodation. As it was a mile away from her old home and in a block with lots of existing numbers however, I thought it should be possible.
I rang the appropriate BT number, explained that she was 86 and that a telephone was vital but the Dundee call centre were extremely unhelpful. What I did next at around 6pm was to email the CEO of BT with a few well chosen criticisms of their customer relations.
Imagine my surprise, when travelling the next morning at 8 a.m. I picked up a response from the CEO promising to look into the matter. This was followed over the next few days by several emails from senior customer relations people who said that they would solve the problem. This resulted in engineers being on site and the phone being transferred at the exact time required.
To say that all this "exceeded expectations" is the understatement of the century and we are in awe of the system that can pick up a serious complaint so quickly and deal with it so thoroughly"
So a Golden Helicopter award goes to BT
1 comment:
Roger,
Normally I agree with your services recommendations, but I can't do so in this case.
For me, a company that gave lousy service, but then managed to provide the product originally wanted only once the CEO's office gets involved is NOT worthy of any kind of award.
I had hoped that your golden helicopters were reserved for the organisations that take service seriously, not those where it only happens if you escalate high enough.
Regards,
Mark
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