Tuesday, 17 February 2015

BT, A Lesson in Customer Service


Following this post going live yesterday evening, I got a phone call this morning from a lovely representative from BT. He was happy to listen to my point of view and took the time to explain how the mistake had occurred. I was very happy with this outcome, as, what I most wanted, was for them to listen to my suggestion that they could perhaps warn the customer when a bill is unusually high, through no fault of their own. I was also pleased to receive an explanation as to how it could have happened. I did also concede that I had learned my lesson about not checking the bill straight away when I receive it in my emails! He was unable to fulfill my request to spread the bill out, but instead offered a goodwill gesture of £30, which I thought was very kind and more than I was expecting. It was the being listened to part that I was really pleased with! So, thank you BT, just goes to show what you can do when you try.


Dear BT, Yesterday, I emailed you because you had taken an additional £60 out of my account, for phone calls I had made outside my Evening and Weekend allowance. You had decided, without my knowledge or consent, and for no conceivable reason, to add up calls made over the previous SEVEN MONTHS, resulting in an unusually high bill. I painstakingly explained in the email that it was unreasonable of you to expect me to check the bill, when there was no reason for me to suspect that it would be any higher, I further explained that taking this money, when it was clearly your error that you had failed to take the money for these phone calls when I made them, would cause me financial hardship and leave me unable to pay other bills. The phone call I received today shocked me to the core. Your representative began by telling me that he had looked at the calls and they were correct, therefore I would have to pay them. No apology that it had taken over half a year for you to send me the bill, then? As mentioned above, I wrote in the email that I was aware what the charges were for, so this shows he had not read the email. He went on to inform me that I should have checked the bill, as they gave me ten days ‘notice’ of the additional charges (wrong, I was informed the bill was available, not that it had a load of additional charges slapped on by incompetent staff). Further proof that he had not properly read the email, as he would have been aware that I had explained why this was unacceptable. He then went on to tell me that as I didn’t check the bill, he was ‘unable’ (unwilling) to issue a refund and payment plan, as I requested. That was all I asked for, by the way, for the bill to be spread out as it should have been in the first place, no compensation for the overdraft charges on my account, no gesture of goodwill, not even an apology, just what would have been common sense in the first place. It is difficult to describe someone’s tone in writing, but I would say ‘uninterested’, bordering on, ‘curt’. It was certainly, without a doubt, completely uncaring towards me as an individual and the situation that your company created for me. The long silences, where he clearly expected me to fill in the gaps by perhaps accepting his non-help, I’m not sure did nothing to improve my impression of your customer service training. Here is what I have learned following this brief conversation. 1. BT does not care whether their staff are familiar with a complaint before attempting to fob off the customer. 2. BT will not help with a financial difficulty, even if they have caused it and 3. BT does not care if it causes financial difficulties for its customers through it's own incompetence. This is very concerning. Here is a link to a blogpost I wrote about the epic customer service I received from John Lewis. You may find it an interesting read, if you would like to change the image you are currently giving to your previously loyal customers. 

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