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7th December 2018, 12:30 | #41 | ||
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There is a common myth that CEO level complaints are looked at by the CEO. If you think about it, is the CEO of a £5bn to £50bn business really going to expend his time looking at a complaint from a person in Wales whose line is suffering issues due to moisture because it's always peeing down in Wales (humour intednded) and other similar complaints that arrive at his office each day? The boards of these companies have a "Senior Complaints" team that respond to complaints directed at the top layer of management. Once a complaint is received, one of the team will take ownership and progress it, normally using the same technical specialist teams that would be used if a complaint had been raised via the standard complaint procedure of the organisation. Once the issue is resolved, the resolution is reported back to the "Senior Level Complaints" team for report back to the complainant. You will see this type of approach in all sorts of service industries e.g. insurance, telecomms, banking..... The increase in cost results from the fact that a "Senior Level Complaint" involves an additional layer of people on top of the standard complaints handling process which will normally be highly automated and optimised. Additional layer of people mean additional cost. This is also why low-cost service businesses such as couriers make it extremely difficult for a customer to obtain a direct contact into the organisation that bypasses its standard service desk. Quote:
You should also send a complaint to the CEO of Virgin for not providing service in your area. Have a gues as to why that is so! Last edited by MSS; 7th December 2018 at 12:47.. |
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7th December 2018, 12:32 | #42 | |
This is my second home
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Thank you. Someone who understands how it works. |
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7th December 2018, 12:38 | #43 | |
This is my second home
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7th December 2018, 13:36 | #44 | |
Posted a thing or two
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If you want to mail the CEO just do so folks. Ignore advice to the contrary |
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7th December 2018, 13:48 | #45 | |
This is my second home
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Really? I am speechless. |
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7th December 2018, 14:00 | #46 |
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7th December 2018, 14:00 | #47 |
Posted a thing or two
Honda Insight Hybrid Join Date: May 2015
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Alternative meaning:
ironic or satirical criticism Pick what you want to prove the point. |
7th December 2018, 16:52 | #48 |
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7th December 2018, 17:27 | #49 |
This is my second home
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Well got a response from my e-mail to bt,not from CEO but a subordinate thanking me for getting in touch.They will send a broadband specialist to me Monday.
Been all afternoon trying to put up this post. "no internet connection","your internet is not private" "hub manager problem" flashing red and orange on router and even loosing connection when router showing blue (O.K.) Hooray there at last!
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7th December 2018, 17:42 | #50 | |
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