BT’s customer focus wins national recognition

BT’s three-pronged focus on ‘making investing easy’, ‘getting it right – first time, every time’, and ‘making our customers feel valued’ has paid off, with the Customer Service Institute of Australia (CSIA) awarding BT the winner of the 2007 Australian Service Excellence Awards in the medium business category.

     

"This award recognises excellence in customer service and reflects BT’s commitment to building a culture that places our customers at the heart of everything we do,” said Jason Yetton, General Manager of BT Customer Solutions.

“Delivering great customer service requires everyone in BT to understand what is really important to our customers when they invest their money with us. Our focus on the customer has been a three year journey - one which has seen BT transform the way we do things and the way we reward behaviour.

Part of BT’s customer focus transformation involved the introduction of new programs designed to improve service delivery by ‘bringing the customer to life’ for all staff in the business.

Yetton said, “Monthly customer satisfaction tracking across all areas in Customer Solutions ensures all teams understand how our customers rate our service and where they would like us to improve.

“We recognise that all our customers have a choice for their financial needs and that their expectations continue to increase every year. That’s why we believe it is so important to listen to our investors, advisers and employers to ensure BT provides the value-added services and products they really want.

“Some of the enhancements soon to be introduced as a direct result of our customer’s feedback include improvements to insurance arrangements for corporate super products.

“We will also be focusing on increasing straight through processing so that the speed and quality of transaction processing is even better in the future. And of course, we seek to deliver ever better value for money for investors by using our economies of scale to continue to lower the cost of investing,” he said.

The CSIA is Australia's peak customer service organisation. Founded in 1997, the CSIA is dedicated to the professional development of organisations and individuals in customer service.