Tuesday, 06 December 2016

Openreach takes language lesson to improve customer service

By Nick Wood, Total Telecom
Thursday 31 July 14

Joe Garner wants to give customers more visibility on their line installation; favours in-house engineers over contractors.

Joe Garner, the recently-appointed CEO of BT Openreach, on Thursday discussed his plans to overhaul the infrastructure provider's approach to customer service, starting with a basic vocabulary lesson. At a roundtable discussion at BT's London headquarters, he said his company has traditionally referred to broadband subscribers internally as 'end users' because Openreach plays in the wholesale and infrastructure markets…

Joe Garner, the recently-appointed CEO of BT Openreach, on Thursday discussed his plans to overhaul the infrastructure provider's approach to customer service, starting with a basic vocabulary lesson. At a roundtable discussion at BT's London headquarters, he said his company has traditionally referred to broadband subscribers internally as 'end users' because Openreach plays in the wholesale and infrastructure markets…

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