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Customer Live is a success
Tuesday September 02nd 2008. Posted: 09:45
Retail people who have taken part in the Customer Live initiative are now taking what they’ve learned back to their day jobs to make a real difference.
The Customer Live scheme - part of the My Customer programme - gave them the opportunity to sell to customers in a BT Shop Without Walls and handle their complaints in person. Pat Lovett of the calls and lines product team and Jane Cooper of the group mobility and convergence programme, both from SC&P, took part in Customer Live earlier in the year. One key part of Customer Live is dealing with customer complaints, supported by an experienced member of the complaints team. Jane's complaint was based on a customer not getting their telephone number changed despite numerous requests - this was because the system was telling them it couldn't be done at that address. Jane knew that Pat worked in calls and lines and realised he would understand the importance of Customer Live and what she was trying to do. They got the problem fixed quickly through good teamwork across the business between themselves, Peter Connelly from SC&P, Belinda Webb from Consumer and Denis McGrotty from BT Design. Jane says she has taken back to her day job the need to keep the customer - and those who face the customer - constantly in mind. “Customer Live is a great all-round experience of what BT is about,” she said. “It also provided a good understanding of how our work back in SC&P feeds into the customer-facing areas of the business, and how dependent our colleagues here are on us to get things right, in order to do their job well. “It’s not been the easiest thing I've been involved in, but certainly one of the most rewarding.”
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Last updated:
14:56