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Customer service will be extremely important to BT’s customers, as communication has become so important in today’s world. Many people now believe that their phone is a necessity. Residential customers will expect the same level of service as businesses. Many businesses would completely come to a stand still if their communications were down for example call centres, Internet services, offices. Mostly all modern businesses would certainly be badly affected without communication exchange lines. This contributes to BT’s customers relying on them for an excellent, unparalleled degree of service. If their company’s communications were severed they would be already unsatisfied with the service and expect it rectified immediately. As there is also competition in the market such as NTLCable BT must ensure that their service is without fault or some customers may change providers.

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BT Internal customers
BT believes that their employees are critical to their success .BT have stated that research shows that the way a company treats its employees influences customer decision making. They believe a reputation as good employers will help them win and retain customers. BT aim to attract, recruit, develop and motivate the best people. In BT improving the quality of service to external customers starts with the quality of service that employees of the company give each other. For example in BT, team managers and office workers may not interact with customers, however BT believe their customers are the BT engineers who work with the external customers (i.e. the public). If the team leaders and office staff give their fellow employees an excellent quality of service the benefits of excellent customer service will then be passed to the external customer (the public).

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