I think the following quotes from my email exchange with BT speaks for itself. First my email to BT last Thursday: Whilst this clearly addresses the question of how the second call came to be made after I had been placed on the opt out list, and I am quite happy to accept that explanation, [...]
Archive of entries posted on April 2010
Fix Everything Three Ways
Three years ago Joel Spolsky wrote an article on customer service. His first point he called “Fix everything two ways” and it revolved around the idea that when a customer complains you should not only fix their immediate problem but you should also look at how that problem arose and what you can change to [...]