02 Mobile – First Rate Customer Service

Posted on 01. Jan, 2008 by Andrew Watson in Personal

O2 Mobile

When you read articles on the web you�often see�people complaining about bad customer service rather than praising good customer service. Is that the British way? Well it may be. However I have come across customer service that is so good, I felt it deserved noting.

I don’t owe�02 anything, and am not being paid to premote their cause; but their customer service is first rate. I joined 02 in its guise as Cellnet in 1993 when they launched their GSM service offering. That was 14 years ago. I can’t even say 15 long years because using 02 has been an utter joy, and the years feel relatively short.

Over 15 years they have solved queries and dealt with issues very promptly and efficiently. One call is all it takes. They have provided first rate advice on mobile upgrades and have continued to innovate and provide me with better and better services.

What I have found most amazing is that their ‘call service advisors’ treat you like they care. There is no fobing off between 15 different departments, and being passed around like a used piece of meat between call centers. Each operator just gets on an assists you with anything and everything they can. They will even take your contact details, deal with a problem and then call you�back with an�update.

This ethos also would appear to pass down to their retail stores. They also provide a first class service. I have used this service in stores in Leicester, Birmingham, Nottingham, Leamington Spa, London and everytime it has been a joy.

I am sure that one day something will happen that causes me to pull my hair out. However their excellent customer service to date has earned so much credit with me, that it would have to be a huge problem for me to leave them as a customer. My wish for 2008 is to see more companies follow the excellent example set by 02. Stop passing customers through endless calling systems and train your operators correctly to better sell your products.

Andrew Watson