I could go on for hours about the difficulty of improving customer service in a big corporate. (Before Aviation, i worked in a fmcg Co with a Big brand)
..............basically, the CEO needs to put Customer Service as his/her number one priority for about 10 years if they really want to improve customer service..
No-one at BT has put customer service as their no. 1 priority for more than about 1 year. So they won't improve much if at all.
A recent example from another sector - the Lloyds Bank CEO was "disappointed" that a regulator was going to look at their PPI Customer Fraudulent Service.
If he cared one jot about customer service, he would have been "delighted" by the investigation.
This stuff runs very deep in these big corporates.
Last edited by Ancient Observer; 19th August 2013 at 11:11.