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"Customer Care Strategy"
Customer Care Strategy
Tricia F. Doyle
About BT

Name: British Telecommunications

Business: Telecommunications, Telephones, Lines for transferring data

Customers: The public (Anyone wishing to communicate through a range of media)

Location: Nationwide

Mission Statement:

Our ambition is to be the best provider of communications services and solutions for everybody in the United Kingdom and for corporate customers in the rest of Europe, with global reach through partnerships

Social Mission Statement (BT Better World)

We aim to be at the heart of the information society - in which everyone irrespective of nationality, culture, ethnicity, class, creed or education has access to the benefits of information and communications.

Customer Care

Customer care is the care, service and attention that a company shows to their customers. Customer care has become extremely important in BT because they believe over the last decade organisations that rely on a standard of service, which encourages their customers to come back is of the up-most importance. In an extremely competitive marketplace especially now with Internet businesses customers have more than enough choice usually. An excellent degree of customer service may be the only aspect of a company, which differentiates them from a competitor. Customer service involves looking at the organisation from the customer's point of view and most systems and practices in the firm are customer driven. BT now are a customer centric company, which means everything they do in their service is geared towards the customer. BT have a separate customer service department which deal specifically with helping and dealing with customer complaints or queries. Slogans like customer is king, customer is always right and customer comes first is customer care at its extreme. However the essence of customer care is that if the service, assistance and attention shown to the customer are second to none then that company will have the upper hand in competing in business

BT 's External Customers

British Telecom in...

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