British Telecommunications, shortened to BT, is one of the largest telecommunications companies in the world. It not only dominates the telecommunications market in Britain, but has locations in over 170 countries in the world. The company offers various communications services such as mobile services, phone broadband, global IT services and television services. It brags of being the first company to connect a whole country through telephone services, and has done a commendable job since it was founded.
The company wasn’t always known as British Telecommunications. It began as the Electric Telegraph Company way back in 1846, and has been known by many names since then. At the time, communication was mostly done through snail mail, and the company was then head of post offices. With time, telephones became the major means of communications and the name of the company changed accordingly. It was initially a government owned company but was privatized in 1969. It existed as a public corporation until early last year when it was merged with EE at £12.5billion.
The Company’s Customer Service
Over the years, customers have been complaining of poor BT customer service as it is quite the opposite of Apple customer service. This takes many forms, such as unaddressed concerns and lack of responses among other things. The company has taken several steps to minimize the number of complaints that keep pouring in day after day of poor customer support. This is only right given the critical role that the company plays in the country.
For instance, the combined company, BT- EE has ceased to use the services of providers who were reported to handle customer complaints poorly. The company has also set a target of responding to over 90% of the complaints that come in from customers. This is certainly not going to be an easy task given that out of every 100,000 BT customers, 31 have their complaints virtually ignored. The lack of quick response certainly does not sit well with many customers, and their discontentment has negatively impacted on the profits of the company.
The improved customer care services are not going to come cheaply to customers because BT has pushed its bills up. Now, you have to pay more in order to ensure that your complaints are handled well and in good time. The price changes are however not drastic. The increased prices are incomparable to good customer services, which is why customers are expected to cooperate well.
How to Contact BT
Although the core problem is poor handling of customer complaints, it is also quite possible that some people do not know how they can get in touch with this telecommunications company. The good news is that information on how to contact the company is relatively easy to find. The simplest way to contact the company is through phone. You can find the contact numbers on the company’s website. At the site, there are numbers for various departments. This minimizes confusion and makes it easy for both customers and providers to communicate about specific problems. In the long run, it enhances efficiency and minimizes frustration for customers.
Alternatively, you could contact the company through mail. There are various post addresses at the company’s website as well, so be sure to visit it if you want to send them mail. The company endeavors to reply to mail within ten days of receiving mail, which is rather efficient of them.
If you want to receive faster services, then you can opt to contact the company through email or to live chat with them. These instant means of communication are preferable if you need urgent services, or if you want your concerns addressed fast. They also come in handy if you wish to communicate with the company and don’t reside in the U.K.
It would be fair to say that although currently BT is struggling with its customer service, it is doing its best to improve the service. So if your call goes unanswered, or you have to wait for ages before you get a reply to your email, know that the company is doing its best to get to you soonest possible. Be patient. The company is also quite ambitious in setting a target of answering 90% of customer complaints in the U.K, and it has in fact taken practical steps towards achieving this goal. With time, the company’s customer service will without doubt be great.