Wow…where do I start?!
I try to allocate three days a week for meeting customers. This could be either at their site locations around the UK or facilitated within our Manchester or London offices. These meetings are focused around the current service experiences, addressing any areas of customer dissatisfaction and sharing with them what BT are implementing and improving across the repair arena.
I also chair a weekly service improvement call with our internal supporting teams, namely Openreach and Technology, Service and Operations (TSO), signposting areas of both underachievement and important areas of required development. We try to have a guest speaker from one of the service teams to join the meetings to offer a more detailed update with regards to either Openreach engineering, Second Stage Repair activities, Major Incident management and Planned Engineering Work (PEW) scheduling/performance. It’s essential that we’re all on the same page with regards to driving improvements in an array of customer service areas.
But that’s not all! I have a fantastic management team who keep me updated with what’s going on across the entire customer estate and will likewise engage with their individual customers accordingly.
There are also numerous daily internal and external service type calls to attend, all of which are focused on service improvement.