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BT is revamping its customer service offering by opening high street stores and returning its support operations to the UK. The telecoms giant will co-brand retail stores with EE, following the Ā£12.5 billion takeover of the mobile network provider in 2016.

In a statement, BT said it is reinventing what it means to provide great customer service, using its national scale and local presence across the UK to provide customers with the best possible experience.

Feedback from customers has continued to reflect the need for customer service to be closer to their communities so they have the local knowledge they need to resolve issues as quickly as possible, it continued.

The plans also include the launch of a new team of Home Tech Experts (which will help install or fix the latest technology in people’s homes), the introduction of specialists to assist small business customers, a commitment to answer all customer calls in the UK and Ireland by 2020 (a year ahead of its original schedule) and regional call routing (where customer calls will be directed to the service centre closest to them).

“We’re helping families and communities across the UK, and companies in Britain and around the world, to remove the barriers of today to realise the potential of tomorrow,” said Philip Jansen, Chief Executive of BT.

We’re starting a journey today with real changes that will have a positive impact for people and businesses – connecting more customers to full fibre, boosting customers speeds right across the UK, keeping customers connected wherever they are with our new converged Halo products, and helping to give them the skills to make the most of today’s connected world.

The Institute of Customer Service

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