BT are back in my good books

I forwarded an email from the editor of a newspaper eager to publish details of my battle with the BT call centre, to the BT Press Office with amazing results. All I said as that in the interests of fairness, I wanted them to have the opportunity to comment on the 'soon to be published' story.

Within hours soneone rang me up, sorted out the problem, had my phone reconnected and sent me a little something by way of compensation.

Of course 99.9% of problems encountered by BT customers can be quickly sorted out by their call centre staff. If however your problem falls into the 0.1% that are hard to resolve, there needs to be a system that screens them out and points them towards a 'special problems team' with greater access to the 'system' and greater freedom to get things done.

For anyone with a complex business, millions of customers and a need to control costs I'd recommend setting up a 'special problems' team - it would relly improve public opinion!