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YourEIN
Aspiring Contributor
1,297 Views
Message 1 of 16

What is your definition of 'Good customer service' ?

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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.

 

===========================================

1. Is hub in the right 'hole'? If you have a '2-hole' socket, put the ADSL cable into the small square hole...
2. Make sure you are connecting to the correct 'SSID' e.g. BTHub6-1234
3. If you 'work from home', use a business line, not a residential line.
15 REPLIES 15
Distinguished Sage
Distinguished Sage
1,282 Views
Message 2 of 16

Re: What is your definition of 'Good customer service' ?

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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."

YourEIN
Aspiring Contributor
1,275 Views
Message 3 of 16

Re: What is your definition of 'Good customer service' ?

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Ah, my bad. I thought this board (current) was for admin stuff. Thanks for moving it 🙂
===========================================

1. Is hub in the right 'hole'? If you have a '2-hole' socket, put the ADSL cable into the small square hole...
2. Make sure you are connecting to the correct 'SSID' e.g. BTHub6-1234
3. If you 'work from home', use a business line, not a residential line.
Distinguished Guru
1,245 Views
Message 4 of 16

Re: What is your definition of 'Good customer service' ?

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@YourEIN. I assume you are a BT employee?
(If I have helped you in any way please click the thumbs up. Thank You)
If I have solved your Issue please click the "Mark as accepted solution" button.
YourEIN
Aspiring Contributor
1,204 Views
Message 5 of 16

Re: What is your definition of 'Good customer service' ?

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I work within customer service for a telecommunications provider.
I was just curious as to what constituted a perceived good customer service.
Not only would the answers enable me personally to offer a better service, but may perhaps ensure BT examine their customer service methods.
===========================================

1. Is hub in the right 'hole'? If you have a '2-hole' socket, put the ADSL cable into the small square hole...
2. Make sure you are connecting to the correct 'SSID' e.g. BTHub6-1234
3. If you 'work from home', use a business line, not a residential line.
Highlighted
1,180 Views
Message 6 of 16

Re: What is your definition of 'Good customer service' ?

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So basically you work in a Call Centre yourself.
RogerDavie
Beginner
1,151 Views
Message 7 of 16

Re: What is your definition of 'Good customer service' ?

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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.

YourEIN
Aspiring Contributor
1,060 Views
Message 8 of 16

Re: What is your definition of 'Good customer service' ?

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I work in communications, and I have previously worked in a call centre. My original question was to garner peoples perception of good or bad customer service regardless of industry, as good customer service is translatable across all industries. I am yet to see explanations despite the numerous posts on other sections of the forum about 'bad customer service'. I take everything as a learning opportunity. I cannot give a customer what they want most of the time, but it doesn't mean I offer bad customer service. It just means that at that time, for whatever reason, I was unable to do the customers bidding. whether these reasons are financial, corporate, systematic, third-party, if they cannot be done, they cannot be done. I feel good customer service is providing realistic expectations to a customer. Not giving promises that I know I cannot or my company cannot keep. I believe in giving bad news straight and not beating around the bush, but also presenting alternatives and possible solutions to the bad news / situation. Good customer service is not giving away compensation / goodwill / other monetary recompense just to placate. I do not feel good customer service is about sitting and being shouted and sworn at for 20 minutes because someone can't go on Facebook for an hour or two during a copper / fibre swapover. Good customer service would be offering alternatives, solutions etc. Shouting at customer service advisors gets people absolutely nowhere. They have very thick skins and have heard it all before. They understand that you are frustrated and angry with the company, but that they are the face / voice of the company and so become the target of ire when the customer is separated from Farmville for a few hours... Customer service advisors are not sitting with a big red button, deciding whether or not to connect you. The manager will not be able to do anything more than the advisor can do either. They do not have the key to the big red button. I am sure if they could connect you, they would. Problems are not caused on purpose. No company would be able to survive if they intentionally went out of their way to upset customers. But, as with all things, sometimes things go wrong. Good customer service is letting you know all of this,keeping you updated, of providing you with an alternative (cash towards a 4G dongle to get you connected / hotspots or public wifi / McDonald / Starbucks / Library / Uni etc), providing realistic expectations, kicking the right departments involved to ensure that your connection is fixed / fitted on time. Anyone have any comments? Oh, I am not a call centre advisor but have worked as one in the distant past for an energy company.
===========================================

1. Is hub in the right 'hole'? If you have a '2-hole' socket, put the ADSL cable into the small square hole...
2. Make sure you are connecting to the correct 'SSID' e.g. BTHub6-1234
3. If you 'work from home', use a business line, not a residential line.
YourEIN
Aspiring Contributor
1,057 Views
Message 9 of 16

Re: What is your definition of 'Good customer service' ?

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I totally agree. A company should indeed do everything possible to ensure that their promises are kept. However, this should be tempered with an acknowledgement that sometimes things go wrong. When they do, the company should follow procedure to fix things expeditiously. As far as I am aware, BT have a policy whereby they provide an estimated speed, and a guaranteed minimum speed, and if they cannot hit that minimum guaranteed speed then you have the opportunity to cancel your contract and go elsewhere without penalty. There are no 'specialist complaints people'. ALL BT advisors can deal with a complaint there and then, although most tend to be dealt with once the services are working to the customers satisfaction. after all, no point dealing with a complaint only to raise another the following day because of the same issue arising again. I am unsure what you mean by your last statement. Seems pretty general. I am an expert in SQL, Java etc, but I know nothing about the process of getting permission to block a road to carry out work on cables. Nobody can know everything, no matter what job they are in. Call centre staff are reading information off a screen. they are not telecommunication experts, but they should be able to direct you to resources where you can get the answers to your questions.
===========================================

1. Is hub in the right 'hole'? If you have a '2-hole' socket, put the ADSL cable into the small square hole...
2. Make sure you are connecting to the correct 'SSID' e.g. BTHub6-1234
3. If you 'work from home', use a business line, not a residential line.
1,047 Views
Message 10 of 16

Re: What is your definition of 'Good customer service' ?

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Is this guy having a conversation with himself?