BT games

[TheAvenged87]

So true. I suppose within that framework, the less bad stories you hear about a company, the better its service is?

That is true. People see something good and are fine with it...but complain as soon as something is wrong. I suppose that is human nature. If people are happy, they shut up. If they aren't, the make noise. If you hear nothing bad about something, that means that it is in the clear.

I had a text book on marketing but that course was 2 years ago and it made no impact on my life until now. Guess I should have paid attention.

I know they had a theory on customer service and customer experience but I just know it exists.

I am doing Marketing Management right now, and one of the modules is Consumer Behavior. BT falls into a strange case. People don't like the customer service, but they will keep going back there. It is because they are the only dedicated "mainstream" brick & mortar store (I know there are other awesome brick & mortar shops, like Zaps, but they aren't anywhere). E-Commerce retailers also gets lots of attention, but they can't replicate the feeling of being inside a store environment (one of the biggest hurdles of online retailers).

Its a pity really...

 

[Murph]

That is true. People see something good and are fine with it...but complain as soon as something is wrong. I suppose that is human nature. If people are happy, they shut up. If they aren't, the make noise. If you hear nothing bad about something, that means that it is in the clear.

That stems from the 'I am paying, I expect good service' train of thought. We have clients, where nothing goes wrong for three years, but one delay (because half of the N2 is falling into the sea) and it's a "OMG you people are terrible" etc.
I always give credit where it is due - I don't think people understand how much a compliment means to an employee.

 

[TBlaar]

I believe that if you are in any customer-facing or interacting job, then SERVICE is part of what you sell.

I work for a company whose clients RAVE about our service, and since being here, I understand how important it is to always put your clients first.

 

[Ike_009]

Brick and mortar stores will always have that security of walking out with the product yourself. Online its always checking, measuring, stock checks, payment and waiting for delivery. Its just too stressful compared to a physical store.

Guess at the end of the day we just have to live with BT's "bad service" since they don't have a direct competitor yet.

 

[Amberdrake]

In all honesty i havnt had any worse service from BT than most other stores. It could be better but it could be alot worse. I tend to get pissy after while of struggling tho and force things up the ladder.

 

[TheAvenged87]

That stems from the 'I am paying, I expect good service' train of thought. We have clients, where nothing goes wrong for three years, but one delay (because half of the N2 is falling into the sea) and it's a "OMG you people are terrible" etc.
I always give credit where it is due - I don't think people understand how much a compliment means to an employee.

Yeah, I know what you mean. Impeccable track record, but one uncontrollable thing happens and you are the worst service provider EVER.

I believe that if you are in any customer-facing or interacting job, then SERVICE is part of what you sell.

I work for a company whose clients RAVE about our service, and since being here, I understand how important it is to always put your clients first.

Exactly. As Sheldon Cooper says:

"Thank you. You know, I can buy all these things online. I come here for the personal service."

Good service and the experience really is part of what you sell and it will make people come back to you. That's how you build up loyalty.

Brick and mortar stores will always have that security of walking out with the product yourself. Online its always checking, measuring, stock checks, payment and waiting for delivery. Its just too stressful compared to a physical store.

Guess at the end of the day we just have to live with BT's "bad service" since they don't have a direct competitor yet.

"Yet".

People in general have not yet adjusted to buying something and not receiving a physical object. Customers want to have something physical in their hands after they have spent money, especially in South Africa. I was at a product meeting with one of our partners a while ago, where he mentioned that he sold cloud-based software to a customer, but had to make up some form of box with a disc, so that the customer at least had something in their hands (even though they will never use they "physical copy").