News: Customer Service/Care

Customer service training needed at BT?

30 June 2009

BT may have to invest in customer service training after being voted as having the worst consumer care in a poll of 5,000 Brits.

The communications giant was ranked as almost twice as bad as runners-up British Gas, in the survey from OnePoll.

A spokesperson for the research firm highlighted the need for customer service training, saying: "Having polite and efficient staff in call centres can really make the difference, and I'm sure it helps keep hold of customers."

In total 18 per cent of people voted the company as the worst, with it also being ranked as having the longest hold times, above close-runners Sky, Virgin Media, Carphone Warehouse, Vodafone and HSBC.

However, BT denied it needed to invest in customer services training, describing the survey as "twaddle" and saying customer complaints at the firm have reduced by 40 per cent in the past year.

Overall, the biggest problems for customers was automated systems, foreign call centre staff who do not fully understand English, being passed between operatives and having to answer many security questions.

Energy firms have also recently been warned by watchdog Ofgem to improve their customer service, after less than a quarter of customers said they were happy with the way they are dealt with.

From difficult and demanding customers through to more routine interactions GA Training's customer service training will ensure that whoever you are dealing with and in whatever situation a consistent and exceptional level of service are always the norm.

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