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Who is BTNI?

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Introduction

Who is BTNI? BTNI is the acronym of British Telecom Northern Ireland. They have their main offices in Belfast including their Customer Service Department in Riverside Tower. They are the leading communications/information technology company in Northern Ireland dealing in, telephony, mobile, IT and data communications. They are part of BT the largest UK data comms company and follow the same ideals and goals. BT's Vision "Connecting Your world. Completely." BT's Mission Statement "BT Retail is a customer-centric distribution business that will grow shareholder value and deliver an excellent, continuously improving, customer experience." "We will provide differentiated solutions and a tailored service to our customers, build new routes to market and manage profitably our developing products and service portfolio. We will excite and engage our people to maximise the value they create for themselves, our customers and the communities in which they work." BT's customer base BTNI splits its customers into two distinct groups, residential and business. Residential customers are the largest group, but do not provide the largest revenue. Their needs are not as complex as business, and include telephony, mobile and internet access. Business Customers needs are dependant on the size and type of business they run, so BT splits them into different sections; SME - small to medium business enterprise, large business enterprises and government. Services that they require may include; telephone switchboard facilities, mobile services, IT hardware and software, data comms services such as direct communications between different branches of a business, internet and intranet services (internal internet for a business). ...read more.

Middle

Innovation is very important and the customer service team is expected to be passionate about delivering a high quality service and to be vigorous in finding faster ways of making things happen to enhance BTNI's reputation and add value for customers. They incorporate customer service into their policy by giving customers compensation where required and making sure that all members of the team comply with their compliance policy to make sure that the customer gets what they want or at least thinks that they are getting what they want. How BTNI protects their customers The consumer protection act 1987 There are three parts in this act all of which are under both criminal and civil law. 1. Civil Liability 2. Criminal act to sell unsafe goods 3. Misleading consumers Part I Referred to as product liability is imposed on the manufacturer of a defective product that causes loss or damage. A defective product is one that does not reach the standard of safety you are generally entitled to expect. For BT this could be a faulty telephone or coin box, or it could be a service that does not meet the standards expected. If the product causes death or personal injury then compensation can be claimed. Damage or loss of personal property can also be claimed against if the personal property is exceeding �275. This part of the Act does not apply to Northern Ireland but there are similar provisions under the Consumer Protection (NI) ...read more.

Conclusion

They make a difference to the way the customers feel about BT, and BT want the customers to be positive towards them. The focus is firmly on Customer Satisfaction delivered by motivated people equipped with the right skills and performance capability to meet market requirements. How to improve BT's customer service? Now that BT have a majority of satisfied customers I think it is important that they target their low percentage of dissatisfied customers. This is important as a dissatisfied customer will spread bad news more than a satisfied customer would spread good news, giving BT a bad image. BT could possibly have informal meetings between the different groups who deal with customers, this would allow a better understanding of each others jobs and problems in providing that service. This means that when the Customer service team is advising customers over the phone they will have an insight into the job of the engineer who visits the customer to install or repair equipment. BT should regularly inform their customers of improved services especially those services that will help to reduce the customers bill which will show that BT have customers best interests at heart. This will strengthen BT customer relations and will draw more customers to the company, in turn creating a higher revenue for BT. I think that BT should increase training in how to communicate BT's products, services and bills especially to older customers who are now becoming the largest market group in the United Kingdom. This means that if the customers find BT helpful and easy to understand, it will improve the use customers make of BT's services. 1 ...read more.

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