Hello BT - I wanted to give feedback on the excellent service my friend and I received from one of your employees today. His name is Louis ****. I’ve never written a review for a customer service agent before but Louis went absolutely out of his way to help my friend and so I wanted to take some time to say thank you. My friend is a vulnerable person in a very difficult living situation at home, and there were certain issues with her BT line and upcoming engineering works that were causing her a lot of distress and worry. Louis took my call and went completely out of his way to make sure that my friend could call back and get hold of him directly so that he could help her. He spent an hour on the phone with her - he was empathetic and kind, and in the end managed to find a solution for her situation. Louis is full of integrity and kindness, as well as someone who clearly has great problem solving skills. I cannot tell you what a difference he made to my friend and to me. I hope that exceptional BT staff are rewarded for their efforts by the company, as Louis is certainly deserving of such recognition and reward. If I were running BT, I would be doing everything possible to keep him working here. Thank you again.
Sonia
