Looking through this forum (and those of many other service providers), I see lots of posts bemoaning the lack of 'customer service'.
As such, I am curious to know what your interpritation of good customer service is.
Is it giving compensaiton? Empethising with your plight? Getting your demands carried out?
Many of the issues where people critisise the customer service are not something customer service operatives can deal with without passing to offline queues, engineers, Openreach etc. So what is it that customer services advisors are doing (or not doing), that makes you feel that a companies customer service is bad?
Personally, I understand that the person I am speaking to on the phone is sat in a call centre with a computer in from of them. This computer displays information and is of little use in being able to actuially get things done there and then. So, my interpritation of good customer service is when the advisor is polite, empethises with my plight, provides an explaination I can understand (not just language-wise), gives me a timeline of events that have happened and that will happen, talks without a script and who can give me confidence in what will happen next and who keeps their promises.
Bad customer service, 9/10 is in reality something that has nothing to do with customer service, but people are unable to verbalise their frustration any other way, or do not know / understand the process due to poor explaination on the part of the company / advisor so blame 'customer service'.
What are your thoughts? What do you consider 'good' and 'bad' customer service?
*Edited for my appalling spelling and grammar.
Solved! Go to Solution.
I have moved your post to this board which a more appropriate board for the discussion you are proposing
The Lounge board:
"Welcome to the lounge! This is the place to come for a friendly chat with other forum members. Why not take 5 minutes, introduce yourself and start a conversation. This is the place for off topic chitchat on subjects other than BT service problems. It’s a great way to connect with other like-minded members so why not start a conversation or join in on one"
rather than the Billing & Packages board which is for :
"Payments, charges, call options, MyBT queries - find the answer to your billing queries in this board."
One of my criteria is that companies deliver on the guarantees they promise.
I was guaranteed a speed and they did not deliver and have not subsequently tried to honour it.
Many emails are ignored to the specialist complaints people and when they did send me a letter they completely contradicted themselves.
It helps to know your **bleep** from your elbow too.