News: Customer Service/Care
BT voted 'worst for customer service'
02 January 2009
Telecommunications firm BT has been voted the UK's worst provider of customer service by a newspaper poll.
Receiving 27 per cent of the vote, it beat competition from Abbey and Virgin Media to become the winner of the Money Mail Wooden Spoon Award 2008.
Chief among respondents' complaints were the telephone skills of call centre staff and general poor attitude, which could be improved by customer service training.
John Petter, the managing director of its consumer division, describes BT's reaction as surprise and disappointment.
He says it will investigate the issues customers have with the company's call centres to see how it can make improvements to its current service.
In total, the survey received 3,200 votes and, while its shortlist consisted of eight firms, there were 118 nominated in total.
Recent research produced by Amdoc found nearly 60 per cent of UK consumers are willing to spend £3 more on their telecommunications packages in return for a higher level of customer service.
