When training as a customer service advisor at British Telecommunication (BT), the introduction to the company and its services is a crucial first step. This phase is designed to provide you with a solid understanding of BT’s identity, its wide range of offerings, and the significance of your role in delivering these services to customers.
1. Company Overview:
- History: BT is one of the world’s leading telecommunications companies, with a rich history dating back to the 19th century. You’ll learn about its evolution from the first telecommunications provider in the UK to a global player in the industry.
- Mission and Values: BT’s mission focuses on connecting people and businesses with reliable and innovative communication services. You’ll explore the company’s core values, such as customer service, innovation, and community engagement.
- Global Presence: Understanding BT’s role not only in the UK but also in the global telecommunications market. This includes its operations, partnerships, and influence in various countries.
2. BT’s Product and Service Portfolio:
- Broadband Services:
- Types of Broadband: Overview of the different broadband packages (e.g., fiber optic, standard broadband) and their features.
- Installation and Setup: Basic knowledge of how broadband services are installed and the equipment used (e.g., routers, modems).
- TV Services:
- Mobile Services:
- BT Mobile Plans: Overview of the mobile packages offered, including data, call, and text allowances.
- Devices and Network: Understanding the mobile devices available and BT’s network coverage, including 5G services.
- Landline Services:
- Home Phone Packages: Explanation of BT’s landline services, including call plans, international calling options, and additional features like voicemail.
- Business Services:
- BT for Business: An introduction to services tailored for businesses, such as cloud computing, networking solutions, and managed IT services.
3. Innovation and Technology:
- Research and Development: Insight into BT’s commitment to innovation, including advancements in broadband technology, 5G, and smart home solutions.
- Sustainability Initiatives: Understanding BT’s efforts in promoting sustainability, such as reducing carbon emissions and using renewable energy.
4. BT’s Customer Focus:
- Customer Service Philosophy: Emphasis on BT’s dedication to customer satisfaction, including personalized service and quick resolution of issues.
- Customer Demographics: Overview of the diverse customer base BT serves, ranging from individual consumers to large enterprises.
5. Competitive Positioning:
- Market Position: BT’s position in the telecommunications market compared to competitors like Sky, Virgin Media, and others.
- Unique Selling Points (USPs): Key features and benefits that set BT apart, such as its extensive network coverage, innovative services, and customer support.
6. Your Role as a Customer Service Advisor:
- Impact on Customers: How your role directly influences customer satisfaction and loyalty.
- Contribution to BT’s Success: Understanding the importance of your work in maintaining BT’s reputation and achieving its business goals.
This introduction phase aims to provide you with the foundational knowledge needed to represent BT confidently and effectively in your customer service role.
