E is for Escalation

BTC, and their parent company KeyTech, are clearly embarrassed by last week's DSL problems in St. George's.

On Friday, Barry Catmur, KeyTech's Director of Business Development emailed Pondblog author Gavin Shorto to personally apologise for the problems. Then today, Gavin received a second message from Mr. Catmur:

"I wanted to check in and see how everything was going, and if you or your fellow blogger 'Limey', or your neighbors in the East End were experiencing any further issues. If so please let me know so I can follow up.

"I am also going to send you an escalation list with specific names and their direct lines for any issues you or any customer of BTC might have now or in the future. A large part of creating a smooth, simple, customer friendly fault reporting and resolution process is having a simple, easily accessible and open, method for customers to report any problems as well as receive timely updates and information on their unresolved issues, until they are successfully resolved. In conjunction with that, the next step, internally communicating the nature of the problems to the appropriate people, technicians, trouble shooters, etc. is critical and just as important, having an efficient, timely response and update for the customers and being proactive in communicating that back to our CSR who in turn can relay that back to the customer. This is ideally what we want to achieve and what we are working towards. This escalation list was sent to me by Edgar Dill, the COO of BTC and is a customer service escalation list which he has told me he would welcome and appreciate having you guys publish for all to see and use.

"As I said we are trying to do things better and your feedback and suggestions are part of that process and part of the key to a successful, mutually beneficial relationship between us and our customer, of which you are one, so again feel free to give me a buzz, shoot me an email or come by for coffee any time."

Oddly, Mr. Catmur didn't send either of his messages to me too. Nevertheless, I'm happy to publish the escalation list. You can download it here. Feel free to use it if necessary, and let me know what kind of response you receive if you do.

Comments

[sleepy on 20.03.06 at 14:28]

Here's an even better one for you. A friend recently forgot to use a decimal point when paying his BTC DSL bill online and paid $9,900 instead of $99.00.

He immediately realized what happened and called the Bank of Bermuda, who told him they couldn't reverse it, he'd have to call BTC.

So what was BTC's reaction? They offered to post a credit to his account. After pointing out the ridiculousness of this suggestion it took him over a week to get his money back, but only after I put him in touch with someone who could actually make a decision.