BT Technology Journal

, Volume 18, Issue 1, pp 51–52

The Future of Customer Contact

  • N Millard
  • T Coe
  • M Gardner
  • A Gower
  • L Hole
  • S Crowle
Article

DOI: 10.1023/A:1026549115555

Cite this article as:
Millard, N., Coe, T., Gardner, M. et al. BT Technology Journal (2000) 18: 51. doi:10.1023/A:1026549115555

Abstract

The statistics say it all. 70% of customers choosing to leave a company do so because of bad service and 68% of these are leaving because of indifference from a staff member [1]. This research is looking at the critical interaction between BT and its customers whether face-to-face, over the telephone or through the Internet. In order to be successful in the future BT must not only provide world-class customer service, but it must be able to build meaningful relationships with its customers using both the medium and the message available. This isn't easy!

Copyright information

© Kluwer Academic Publishers 2000

Authors and Affiliations

  • N Millard
  • T Coe
  • M Gardner
  • A Gower
  • L Hole
  • S Crowle

There are no affiliations available

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