customer service

[macafee2]

To me good customer service is vital, when things go wrong it may not be that things have gone wrong but how a company deals with it that becomes the main issue.

BT, now I did 35 years with this company and as an employer I think they looked after me but when it comes to customer service they are the worst of any company I deal with. They don't give updates on time, don't call back, don't reply in a timely fashion if they replay to emails.

Local carpet company that people speak highly of, came out to quote for a carpet but the wife had to chase for the quote.
carpet laid, wall paper, paint and varnish damaged and carpet faulty... carpet not their fault. Rang yesterday for an update and was told I'd get a call back. I did not so rang again, got an update and asked for a further update by 4pm today. No update so I called them, the person I spoke to gave the impression that if I got an update by 5 it was not an issue. Well it king is an issue.



why oh why can companies and or their staff not do what they say they will do? They represent the company and their actions can speak volumes about the company.

I dealt with complaints in my role with BT...Openreach to be exact, I made sure the customer got an update even if it was to say there is no update, they were given my full name and phone number so they could come direct to me. I would calenderise issues so I did not miss sending the customer an update. if I was going to be off I made sure someone else was given the task of dealing and the customer knew who it was. I took all the time I needed to get an update, never just gave up at the first hurdle
I wanted the customer to have been pleased to have dealt with me, I wanted them to trust me and for me to be trustworthy.

some companies just don't seem to care

macafee2

[Darcydog]

Ssssssssh! You may be OK criticising a carpet company !!!! But it’s a brave man who has a pop at BT on here.........

[Darcydog]

On a serious note - when it comes to carpets - we buy from a carpet wholesaler and have an independent fitter.

We two have in the past been sucked into deals in the “Carpetright/wrong” and regretted it.

We genuinely find using local tradesguys - like carpet fitters - who have been personally recommended and of course they know where to buy the best carpet as they don’t want to fit rubbish.

[mileshawk56]

BT? are they an affiliate of British Gas then? Chris S.

[jackatesme]

After my complaints about B.T. in the past,now need to compliment them.
Have had trouble with connection dropping off the last few weeks,phoned them Friday,engineer called today fixed outside loose wire. Download speed up from 9.1 to 54.

[RPWC]

Originally Posted by macafee2

To me good customer service is vital, when things go wrong it may not be that things have gone wrong but how a company deals with it that becomes the main issue.

BT, now I did 35 years with this company and as an employer I think they looked after me but when it comes to customer service they are the worst of any company I deal with. They don't give updates on time, don't call back, don't reply in a timely fashion if they replay to emails.

Local carpet company that people speak highly of, came out to quote for a carpet but the wife had to chase for the quote.
carpet laid, wall paper, paint and varnish damaged and carpet faulty... carpet not their fault. Rang yesterday for an update and was told I'd get a call back. I did not so rang again, got an update and asked for a further update by 4pm today. No update so I called them, the person I spoke to gave the impression that if I got an update by 5 it was not an issue. Well it king is an issue.



why oh why can companies and or their staff not do what they say they will do? They represent the company and their actions can speak volumes about the company.

I dealt with complaints in my role with BT...Openreach to be exact, I made sure the customer got an update even if it was to say there is no update, they were given my full name and phone number so they could come direct to me. I would calenderise issues so I did not miss sending the customer an update. if I was going to be off I made sure someone else was given the task of dealing and the customer knew who it was. I took all the time I needed to get an update, never just gave up at the first hurdle
I wanted the customer to have been pleased to have dealt with me, I wanted them to trust me and for me to be trustworthy.

some companies just don't seem to care

macafee2

Its the way of the world nowadays Ian, no one does their job properly in big companies, and no one gives a //it either. They have the monopoly and aren't bothered. Its all wrong though, as business is all built on reputation.

[Darcydog]

Originally Posted by jackatesme

After my complaints about B.T. in the past,now need to compliment them.
Have had trouble with connection dropping off the last few weeks,phoned them Friday,engineer called today fixed outside loose wire. Download speed up from 9.1 to 54.

Excellent - that is what we should all be saying about our experiences - it is a great shame that this is not the case.

[MSS]

Originally Posted by Darcydog

Ssssssssh! You may be OK criticising a carpet company !!!! But it’s a brave man who has a pop at BT on here.........

Keep at it Clive.

It must be a disappointment that three full hours since the post, and the mutual appreciation society has not yet come out to congratulate you on another excellent and thoroughly rational bit of writing.

Must be feeling a bit lonely.

[yelnats]

Ongoing saga with Anglian Home 'Improvements' - 2 No 1200 x 1200 windows fitted 13-10-16,sealed units faulty,11 visits later(yes 11) still not right,awaiting 12th attempt.. Unbelievable ?

[macafee2]

Originally Posted by mss

Keep at it Clive.

It must be a disappointment that three full hours since the post, and the mutual appreciation society has not yet come out to congratulate you on another excellent and thoroughly rational bit of writing.

Must be feeling a bit lonely.

??????

macafee2