@O2MACH2 wrote:
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.
Hi O2MACH2
Thanks for your feedback. I agree entirely with you that we must keep our promise of phoning customers back. Taking into account phone, retail and online interactions we have approximately four million interactions per week with our customers. I view one broken promise within this four million as a failure on our part. We strive to deliver exceptional service every day but sadly we don't always get it right. My job, with my team, is to improve this including the very important ownership issue you raised and, more than anything else, getting it right first time.
On your third point, I'm surprised to hear your observations on verification. We have very specific and strict procedures for all our people to follow to ensure that we know that the customer is who they say they are. These include passwords on accounts and other security questions that only the customer would know.
