Dear BT
You have some good people working for you
who try and be helpful but their best efforts are being frustrated by a truly
awful telephone service.
How not to design a telephone service:
- Print a number on the bill for faults which is incorrect.
- Ask for the number of the line I am calling about at the beginning and then not give that to the advisor so they ask for it straight away
- Put a recorded message at the beginning of the call saying “use our web site instead” and repeat that after every option I press. Do you think we want to phone you?
- Ask me a whole series of security questions before you even know what I am ringing about.
- Ask me whether I want to give feedback after the call and then ignore my answer.
- Have an IVR structure that has a lot of dead ends that don’t lead to talking to a human being. Have you ever actually tried to ring yourself?
- Don’t fix the problem I ring about but do that in a very polite manner.
- Hide previous call notes from your people so they have to start again each time.
- Send me a text to call message saying the fault is fixed when it is not and your own notes say it is not.
- Monitor Twitter for feedback, say you will help and then don’t follow through.
Amazingly, you do all these things! A
spectacular achievement.
Get some help!
Gary Price
No comments:
Post a Comment