One of the main criticisms of O2 that I read about on this forum is that they fail to keep the most simplest of promises, that is......"I'll phone you back".
When anybody says this small phrase then they should mean it and they should do it, even if they can only update the customer with, for example, "I don't have an answer yet but I'll phone you again when I have any information".
"I'll phone you back" is possibly the most broken promise within all customer service industries........make O2 different by keeping the promise.
As a Director of O2, I can guarantee that you do not allow your employees to say that to you and not do it therefore you should not allow it to happen to your customers.
The second criticism is an individual not taking ownership of the problem. If the problem is properly logged into your CS system then even if the O2 individual is not at work, a deputy can pick up the problem and progress it, rather than posing all the same questions for a second (or more) time.
Edit:
And criticism no. 3 is the ease that fraud can be committed to obtain a phone when an upgrade is due.
There seems to be little verification (and if there is then it is ineffective) that callers to O2, are who they say they are. In most cases the new phone is delivered to an address not previously notified to O2 by the account holder.
