Fabulous Business Drivel here: I heard from not one but two separate telesales operators this week at Orange!
I asked them why, after being a customer for 2 years, they didn’t call me to ask if I wanted to renew my contract with them.
Their reply to this question:
- Operator 1: we have over 20 million customers: we can’t possibly speak with them all
- Operator 2: we have over 1 million people out of contract at any one time: we can’t possibly speak to them all
Joyous joy of joys: I will have to make sure I record them when I next speak to them! Of course, I’d suggest the truth is: they wanted the contract just to carry on, so they could make huge profits without having to upgrade me, or even speak to me (heaven forbid!)
And when I tried to phone their Exeter store (twice) … the phone rang out both times!
There’s a simple answer to all this of course: get rid of some customers, then perhaps you may be able to treat them properly.
And this from the Organisation that proudly states on it’s website: Jackie O’Leary, Chief Customer Officer at Everything Everywhere, said: “It is our goal to create the best customer experience in the UK so that customers can trust us with their digital lives.
fabulous marketing bollocks!
Oh, and by the way, where I live it’s nothing like ‘everything everywhere’ … it’s much more like ‘nothing anywhere’!
