Taking about managed delivery and customer experience, BT’s main objective is to make sure we deliver right first time, every time and within service-level agreement.
What this means to our customers:
- Customers come to BT with the faith that their problem will be resolved and solution will be provided.
- They have the faith that they will not have to go round and round from one desk to another.
- They have the faith that once they come to BT with a problem/query, they will return with a solution the very first time and with a happy face.
- They trust that the money spent will be valued by BT.
- Customers are always connected.
What this means to our colleagues at BT:
- We make sure we don’t rush, would rather work carefully, slowly, and provide a quality service/solution the first time and not repeat the mistake again and again. Always learn from experience.
- We make sure we take the responsibility and accountability of the customers problem/requests/queries and provide a solution rather asking the customer to move desks. We are OneBT.
- We make sure every resource is skilled and provided with adequate exposure and knowledge so that they are ready to serve customers problem/query and return a solution to the customer rather than filling the customers with question marks.
- We make sure every penny of a customer is well spent.
- When we at BT are connected to our customers, it opens the doors to improve, share and care. That’s why we say, “We Connect for Good”.
Management’s role in creating a Customer Focused environment
Customers are a key to every business. If customers are happy, business will thrive and survive. If customers are unhappy, every business will fall. Meeting customer’s expectations and delivery requirements must be a priority for every business.
Keeping customers in mind,
- We at BT try and think out of the box and create a customer centric environment.
- Value all customers big or small.
- Onboard skilled and quality resources and motivate them to deliver as per customers expectations.
- Ensure that every colleague within BT enjoys what they do whilst keeping customers in mind.
- We at BT are always open to feedback from level 0 to the top. We believe there is always room for improvement.