In the News - Telephone companies

Believe or not, BT setting a customer service example

In recent years, BT has been among other large UK corporations who've struggled to improve their reputation for poor customer service. However, since the launch of their @BTCare service on Twitter, BT have been setting a great example to other companies on how to use the internet more proactively to deliver service. The @BTCare team not only reply to customers who get in touch on Twitter, they actively search for people tweeting about problems with BT and contact them. And then, unlike many other companies with a Twitter presence, the @BTCare team have the mandate to try to resolve the problem themselves rather than simply passing the customer on to the usual customer service or technical support teams.

Some examples from the last few hours:

1. Someone tweets: "Currently getting 512k broadband on a 8meg line. Well done BT"

@BTCare spots it and sends a message to say: "Hi there. I am sorry you received a cold call Please email your BT a/c details to btcare@bt.com and I'll remove your details"

Not an 0870 number, overseas call centre, automated telephone system in sight - well done BT!

(Sources: Twitter.com)

AdviceCentre note: BT are not alone in delivering customer service on Twitter. Other notable examples are @EasyjetCare, @AsdaServiceTeam, @TalkTalkTips, @CPWCares (Carphone Warehouse) and @PlusNet. Click here for our guide to Using Twitter to get better customer service.

Posted by Plebble Admin at 12:16 on 11-Nov-2009