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Lightning response to faults
Wednesday September 24th 2008. Posted: 09:45
One of the ways that BT can achieve its key aim of being number one for customer service is by making a difference for customers when it really matters.
It is during these ‘key moments of truth’ when customers judge BT by its actions. Lydia Holland - who works in strategy, convergence and products - had one of these moments. During the recent summer storms, Lydia’s house was struck by lightning. It happened overnight but it was only in the morning that she realised that the router on her home office line was dead, and only at lunchtime that she realised her home number couldn't receive incoming calls. Lydia - a 21st century customer experience programme manager - checked the phone line on BT.com and then rang Customer Service to report the problem. The ensuing events demonstrate how smoothly things can go when BT gets it right first time. Lydia's call was returned very quickly by Richard Wood, of ADSL second line support, who ordered a replacement for the router when he heard what had happened. Then, to Lydia’s delight, an Openreach engineer came by later in the afternoon. He fixed the fault on her home line, and it also turned out that all her own equipment, including her Home Hub and computer, had been protected by the master socket - doing exactly what it was supposed to. The very next day a new business hub arrived, which Lydia was able to set up easily. Lydia said: “This is excellent service. It was a case of different faults and different lines, both of which were sorted out within 24 hours. We are always quick to criticise what goes wrong - and some things do go horribly wrong - but when we get it right we are just wonderful. “The point is that everyone involved in these two faults did a good job, as did the people responsible for thinking through how to avoid a line fault becoming a no-access drama for my laptop. “I'd like to thank everyone who made it happen. I just wish it was as easy to fix the hi-fi that the storm blew out.”
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Last updated:
11:56