131: The Customer Service Handshake

I asked Sharyn Baker, Head of Service and Operations at BT, “What does successful customer ‘service’ mean to you?”

In Sharon’s words, it means providing predictable, consistent and reliable service to both your internal and external customers. Hear how success is measured and how optimisation is driven by Net Promoter Score (NPS) data from the service frontline of BT Panorama, which celebrates 10 years of enabling quality financial advice to thrive with intuitive technology.

It may surprise you - that from the simplest of feedback, the biggest of improvements can be made. Listen now.