Wednesday, January 12, 2011

Golden Helicopter Award to BT!!

This is from my good friend John Harris of Rock Kitchen Harris:

"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:

MarkHarrison said...


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.



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Roger Harrop, The CEO Expert, has spent over 25 years leading international business at the highest level, ultimately a plc, putting him in a unique position to deal with contemporary business challenges. He is ranked in the top 10 of Management and Strategy Speakers worldwide by Speaker Wiki and twice voted by the members of The Academy for Chief Executives 'Speaker of the Year' He is an, Oxford, UK based, international motivational business growth speaker who inspires and entertains his audiences with his acclaimed Staying in the Helicopter® programmess. Over 20000 CEOs, business leaders in 40 countries have achieved transformational change through his thought provoking and entertaining talks laced with real-life stories, anecdotes and humour. Roger is an author, accredited SME business advisor, mentor, and independent director and has run businesses for major multi-national corporations. He is a Past-President of The Professional Speakers Association, a former Vice-President of The Institution of Mechanical Engineers, and a Liveryman with The Worshipful Company of Marketers.