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RE: BT ISDN + BT Anytime
Title: RE: [ukha_d] BT ISDN + BT
Anytime
Mark,
I
understand where you're coming from, but I _don't_ feel that BT provide
good
customer service. I have several frames of reference:
-
My
"IT Manager's hat" which allows me to compare them with Deutsche Telecom,
Telefonica, or say the Greek or Turkish PTTs... and BT come out in the
middle.
-
My
"Over the phone hat" which allows me to compare them with First Direct,
Trailfinders, or the specialist insurance broker who handles my Classic
insurance. BT come out poorly against all of these.
-
My
"General Consumer hat" which allows me to compare them with Richer Sounds,
who
are still, in my opinion, the real leaders...
That
having been said, the field people who've come out to do work for me have,
without exception, been polite, helpful and
knowledgable.
Mark
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> -----Original Message-----
>
From: Ian Lowe [mailto:ian@xxxxxxx]
>
> just one thing I
couldn't
let pass!
>
> I
didn't
compare them to their compoetitors. I'm comparing them to
> McDonalds, or my Accountant, or the restaurant I ate in at
> the weekend,
> or
Richer Sounds, or any of the other of the small handful of
> companies
> in the UK who provide
good
customer service!
OK, fair point, but I for one feel that BT provide very
good
customer service. It is also very unfair to compare an organisation
that
does customer service over the telephone to one that can do it face to
face. The two are very different animals.
> point in case: If I am a
residential analog customer, I can call 150
>
from
8am till 8pm. If, OTOH, I am a HH customer, paying >much< more,
I
> can only call from 8:30 till 6pm, coz that's the
hours
of the Home
> Highway team.
>
> more money for less
service!!
No, better service. You are getting digital
communications now and the price is reflected in that! Again, as the
HH
dept has to run entirely seperately from BT Analogue, including maintaining
its own P&L accounts, perhaps they have calculated that to have the
service priced appropriately they can only afford the reduced customer
service
hours.
M
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