According to this recent article “BT named worst customer service provider” the companies worst at customer service in the UK are:
2. British Gas
4. Virgin Media
5. Carphone Warehouse
All of these firms have very public commitments to corporate responsibility.
BT, Vodafone and British Gas are feted as leaders, often by magazines such as my own.
On sustainability, apart from the Carphone Warehouse and AOL, I’d say all of these companies are doing some interesting work on environmental, social and governance issues.
But, to sound like a Daily Mail columnist for a second, the basics do come first.
Really, they do.
I’d be interested to know if blog readers feel customer service is declining in the recession.
I’ve certainly noticed HSBC’s has been declining. I had to upgrade to the premium ten pound a month service so that I can talk to someone I can understand, and who understands me.
I’m not a customer of the other companies, except 02, who I haven’t found strong in the past, until I became a business customer. Since then, they’ve not been bad.
And as recent Sky customer, I’ve found them the worst since I once, briefly, tried to do business with Virgin.
Every Sky department tells you to call another one, and none will take responsibility for fixing problems.
Tonight I spent an hour and ten minutes on the phone to two Sky reps, only to be told that the particular issue (missing components) is not their fault and I must call the installation company, who they deny are even a supplier! Astonishing. Almost Python-esque.
Sigh. Still, I suppose one has the CR report to read whilst on hold, should one run out of all reading materials beforehand and have no access to television, conversation or crayons.
Sorry for the bitter end-note. I do really want to like these companies, I really do.
I just wish they would help themselves and take some responsibility for decent customer service.
Let me know what you think. I’d be interested in comments from readers.
If you are awful at customer service, does that negate your corporate responsibility efforts?
P.S. I do feel a bit better after writing this. Blog therapy. But here’s someone who really has got their revenge on a company for bad customer services. I guess talent helps!