It’s not often that a company, least of all a telecommunications organisation, admits that its customer service isn’t up to scratch. So fair play to du for putting its hands up and stating that it “stumbled” when Campaign rang up recently for its ‘We’ll Call You’ column. When asked to explain its ‘Add Life To Life’ slogan, the call handler had simply stated: “I’m sorry I don’t have this information.”
Most companies blame the staff for failures on the phone or in the store, when in fact it is the company that is to blame for often incoherent answers that stray off brand message.
More impressively, du is currently putting into place new procedures to ensure that its “teething problems” can be overcome. It will be interesting to see whether it improves.