Customers are asked whether they are prepared to pay 50 pence to get ahead of the queue! Those that respond with yes are put through to the next available operator!
Surely this can’t be right – they’re actually charging customers for something that they should be providing!
What’s next?
- Pay £1.00 and not get a verbal mugging from call centre staff?
- Pay £2.00 and get a member of staff who’s actually polite!
- Pay £3.00 and get a member of staff who knows what they are talking about!
- Pay £5.00 and get both!!!!
Winning businesses are easy to deal with and do all they can to exceed their customers expectations. They identify and eliminate the barriers that prevent customers getting a great customer experience - they certainly don’t create them and then charge them overtly for the privilege!
The telecoms firm, which has 28 million customers in the UK says that the charge will be used to improve its service! I can’t help thinking that they should be doing that without charging their customers for the privilege! Interestingly, Ofcom recently found that EE was the most complained about mobile phone company in the UK.
