A customer experience about British Telecom

Status: Approved

#CustomerService #Communication #Qualityofproduct  Annoyed Frustrated Offended 

Kindly shared by C. Lewis

What happened

When I ring British Telecom to check my services contract end dates, it would be helpful if they could give me a consistent date - rather than a different date - each time I ask. Giving a different date makes it feel like you're just making it up.

What I wish had happened

Allow your customer service staff to access your customers contract records. If they don't know how to, train them. If you don't trust them, get new staff. If you don't want them to as a matter of policy, change your policy.

Where this happened

On the phone - 0800800150

British Telecom Customers

Most talked about by British Telecom customers

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How this makes British Telecom customers feel

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Low
40% Customer Service
Feelings:

Frustrated

Offended

Annoyed

Furious

20% Communication
Feelings:

Annoyed

Frustrated

Offended

20% Quality of product
Feelings:

Annoyed

Frustrated

Offended

20% Fraud
Feelings:

Furious

Frustrated

Offended

Telecom Customers

Most talked about by Telecom customers

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Low

How this makes Telecom customers feel

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Low
28% Customer Service
Feelings:

Frustrated

Annoyed

Furious

Disgusted

Let down

Disappointed

Unsatisfied

Offended

Unhappy

Anxious

Displeased

19% Inconvenienced
Feelings:

Frustrated

Annoyed

Furious

Let down

Disgusted

Unhappy

Unsatisfied

Disappointed

Miffed

14% Communication
Feelings:

Frustrated

Let down

Furious

Disgusted

Annoyed

Disappointed

Displeased

Unsatisfied

Anxious

Offended

11% Financial Loss
Feelings:

Frustrated

Annoyed

Furious

Disappointed

Anxious

Miffed

Disgusted

Let down

Unhappy

6% Quality of product
Feelings:

Annoyed

Frustrated

Unsatisfied

Disappointed

Displeased

Let down

Offended

5% Delay
Feelings:

Frustrated

Let down

Furious

Disgusted

Unsatisfied

Annoyed

Disappointed

5% Fraud
Feelings:

Frustrated

Annoyed

Furious

Unhappy

Offended

3% Other
Feelings:

Let down

Frustrated

Annoyed

3% Returns
Feelings:

Annoyed

Let down

Frustrated

Disappointed

3% Rudeness
Feelings:

Frustrated

Unhappy

Annoyed

Furious

Disgusted

2% Discrimination
Feelings:

Annoyed

Disappointed

Disgusted

2% Embarrassment
Feelings:

Disappointed

Disgusted

Most positive experiences about Telecom companies

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  4. British Telecom

Least positive experiences about Telecom companies

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