It's my opinion that they are so bad because they know that they don't really need to make an effort to be good! Most people will put up with the poor customer service because we don't have to contact them too often - the service delivery generally plods along without too many problems and by the time we contact CS we're getting fed up and their mediocre CS then comes across as bad.
i'm not defending BT - they need to improve CS so that they do what they say they are going to do, don't make promises that they have no intention of keeping etc.
i wonder whether companies such as Plusnet, which advertises the excellence of their CS, has a service delivery which means that you are in constant contact with CS!
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