BT customers are ignorant and rude

in Phones & TV
28 replies 4.2K views
Why are BT Customers so rude and ignorant to BT call centre workers??
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  • stclairstclair Forumite
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    usernamebt wrote: »
    Why are BT Customers so rude and ignorant to BT call centre workers??

    Normally possibly due to the frustration of the language barrier with advisors which fuels possibly the customers original concern!
    Im an ex employee RBS Group
    However Any Opinion Given On MSE Is Strictly My Own
  • edited 30 April 2014 at 6:41AM
    Steve059Steve059 Forumite
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    edited 30 April 2014 at 6:41AM
    I'm not condoning rudeness but, if the level of service was what it ought to be, they wouldn't be. Unfortunately, call centre cannon fodder are cheaper than identifying and fixing the root cause of the problem.

    It goes with the job. If you can't take it, and not everyone can, there is an obvious solution.

    I was in PO Telephones/British Telecom/BT for 28 years, latterly in call centre customer service management. The above problem was one reason why I took early "voluntary" redundancy and ran. It doesn't look like anything has improved in the intervening 11 years.
    If you fold it in half, will an Audi A4 fit in a Citroen C5? :)
  • PlymouthMaidPlymouthMaid Forumite
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    I think most people are so wound up by the time they get through to these companies and get so fed up with being passed from pillar to post and holding on at silly prices per minute that even if their concerns are being dealt with they can get quite arsey. Add to that the fact that callers are often fobbed off and lied to (not by BT specifically) and that there may be a language barrier it is a stressful mix. Recently we have had to be on hold for so long several times that our cordless phones have gone flat mid call.
    "'Cause it's a bittersweet symphony, this life
    Try to make ends meet
    You're a slave to money then you die"
  • glenn13glenn13 Forumite
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    BT, IMO are the worst company I have ever dealt with. They lie, they don't listen, they're not interested in solving any disputes or problems. I ditched them last year and will never go back to this appalling set-up of Muppets. I even joined I Hate BT on Facebook....you'll be amazed how many people have issues unresolved.
  • VisionManVisionMan Forumite
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    usernamebt wrote: »
    Why are BT Customers so rude and ignorant to BT call centre workers??

    The more relevant question would be -

    Why are Customers in general so rude and ignorant to call centre workers?
  • barncopxxbarncopxx Forumite
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    The answer to these problems is so simple. Get rid of the robbing 0844/0871/0845/0870 numbers and the long waits and queues that go with them including press 1 for this, 2 for that, 3 for the other etc, stupid music to listen to whilst waiting and starting to get angry as you think of how much this call is already costing you before you even get to speak to someone. Bring back a straight forward 01*** ****** number. A human being picking up at the other end, no language barriers, know the job they are doing so therefore able to understand what the customer needs. I am sure that the customer has no intention of being rude to the call centre advisor, it is a mixture of all the above frustrations that they have to encounter which leads to having a pop at the advisor. The advisor has to take the stick as to the customer they are the voice of the company, the big wigs who bring in all the above frustrating procedures do not have to get involved in any of this. BT is definitely amongst the worst if not THE worst and I along with many others will never go back with them again. Until things change we are where we are, so for the call centre advisor nothing will change.
  • Bantex_2Bantex_2 Forumite
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    barncopxx wrote: »
    The answer to these problems is so simple. Get rid of the robbing 0844/0871/0845/0870 numbers and the long waits and queues that go with them including press 1 for this, 2 for that, 3 for the other etc, stupid music to listen to whilst waiting and starting to get angry as you think of how much this call is already costing you before you even get to speak to someone. Bring back a straight forward 01*** ****** number. A human being picking up at the other end, no language barriers, know the job they are doing so therefore able to understand what the customer needs. I am sure that the customer has no intention of being rude to the call centre advisor, it is a mixture of all the above frustrations that they have to encounter which leads to having a pop at the advisor. The advisor has to take the stick as to the customer they are the voice of the company, the big wigs who bring in all the above frustrating procedures do not have to get involved in any of this. BT is definitely amongst the worst if not THE worst and I along with many others will never go back with them again. Until things change we are where we are, so for the call centre advisor nothing will change.
    Not as simple as that when most customers buy on price. Service costs money and most are not prepared to pay for it.
  • brewerdavebrewerdave Forumite
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    The MOST annoying thing that I find when I have to call a Customer Services person re an ongoing issue, is that no notes ever seem to be made of previous conversations so you get asked exactly the same things as on the previous call...and in the case of a B/band fault get asked to carry out all the same tests again & again & again.......................
  • UxbUxb
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    Because they lie...

    was told that my line was checked and past as OK by call centre.
    This was strange as there was no dial tone on it and the engineer they reluctantly agreed to send found a break in the wire in joint box 100 yards or so from home.

    So saying they had done a line check and it came back OK was patently a lie.
    It was clearly totally open circuit and could not have produced an OK result.
  • JJ_EganJJ_Egan Forumite
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    Script kiddies not customer support in the main .
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