Customer handling. Its impact on overall satisfaction and loyalty

Stephen Link and Ric Tizard

This paper covers the factors which drive satisfaction or dissatisfaction with service events (such as fault repairs or complaints) where the customer has had contact with BT.

Customer Handling. Its Impact On Overall Satisfaction and Loyalty

Ric Tizard BT Personal Communications, United Kingdom andStephen Link FDS International, United Kingdom

INTRODUCTION

Current levels of customer satisfaction with BT's handling of events - installation, repairs, complaints and enquiries - are generally high, though there are opportunities to improve performance through better call handling, increased speed of conducting work and communicating with the customer to ensure that individual's needs are met.

However, because customer expectations are high and instances of poor service relatively rare, there is limited scope to improve satisfaction with and...

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