Motivation

I was talking to my wife the other day about poor customer care from various companies that I was dealing with. Pam then flagged up that her friends daughter was on a ‘Bonus scheme’ and was sure that this would ensure that she was being attentive with clients.

I actually disagree – I’m thinking these ‘Bonus schemes’ are where the problem lies.

If you get paid depending upon the sales that you make – then what benefit is there to you to be attentive to anything other than sales?

Any follow up problems after pointing of sale will simply take up your time and slow you down from making further sales – hence, it won’t get done.

Recent dealings with BT/EE would suggest that anything other than an upgrade or new connection …has zero priority to the team.

We upgraded to ‘BT Super-fast broadband’ recently ….and it’s rubbish. Poor connectivity, poor download speed – in fact it’s worse than the previous product that BT cut off without our permission (their mistake).

I have rung the fault line repeatedly and been diverted to text messages that then take you to further diagnostic text and AI tools that eventually lead to a brick wall of … ’Sorry this service isn’t working’ ….I was simply not able speak to any real person.

HOWEVER ….click on the ‘New sales’ button and within seconds I was talking to somebody. I explained my need to report a fault and her attention span immediately dropped – in a weak voice she said… ‘What mobile provider are you with?’ ….jeeeezzzzz fffssssss…what mobile am I with – I’ve not called about upgrading my mobile ….

I WANT TO REPORT A FAULT…..😡🤬

I do get where these companies are coming from – I know you somehow need to motivate your teams to make the sales – but unless the service provided is of a reasonable quality then your customers will ‘Vote with their feet’ …and go elsewhere.

We need a return to good old fashioned people fronted service, where real people talk about your real problems and send out a real person to resolve the problem.

Not all done by internet.

Not done remotely.

Not talking to a robot.

Not text messages.

Not AI.

  

Rant over.

Internet is still crap and nobodies getting back to me.

Mike C