Got a complaint for BT? It'll get fixed quicker on Twitter
During their recent annual shareholder meeting, BT announced it would be moving a significant number of customer service roles back to the UK from India. The news was met by a standing ovation - BT has hardly been the poster boy for customer care in recent times.
The roles aren't expected to be repatriated until next year, but in the meantime if you're struggling to get anywhere with your complaints, you can turn to Twitter. According to BT employees who have spoken to Bitterwallet, the company dipped a toe in the waters of Twitter with a single employee answering customer queries and ensuring they were dealt with. That was so successful that BT have now put together a team of ten staff at their Enniskillen customer service centre for dealing with residential customer complaints.
Not only do they answer queries put to them directly on Twitter, but the team are continuously sifting through all the Twitter messages looking for individuals complaining about BT and offering to help them resolve the issue. According to our contacts, the probability of having your complaint successfully dealt with is astronomically higher through Twitter than by calling Customer Services.
Smart. You'll find BT on Twitter at @btcare - let us know if you try them out and how you get on.