Re: How to delight your customers ?

[alla.linetsky@ca.pwcglobal.com]

I agree with Neil Mowery that one of BT's goals in charging a time-based
fee for service is to reduce nuisance calls and requests for several
numbers. However, I suspect that the main goal is to wean people off
operator help altogether and eventually, to eliminate the operators. The
operators probably realise this, and if they are concerned for their
future, they should improve their service in order to maintain their
usefulness to the customers. After all, they're not getting commission for
their work. Now if BT doesn't make it easier for the operators to provide
assistance to the callers, then likely BT will achieve its ultimate goal of
making the operators redundant.

Alla Linetsky
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