The first thing he'll do is
Watch back on the shop floor like the Biffa episode last night. Where the Chief Exec was totally out of touch with working conditions, service, and customer expectations. Perhaps he'll bring back Buzby?
BT's soon-to-be new boss Gavin Patterson made the first big management decision of his reign today - and split the telecom giant's retail division into two distinct wings: consumer and business. Patterson, who will formally take over from outgoing chief exec Ian Livingston as BT's chief exec in September, hopes the slice'n' …
Is the 'Business' business any less useless than the consumer wing?
I am a couple of months into the process of trying to get BT Infinity installed to my new house, and I have discovered BT's customer service is the worst in the universe.
I did not think it was possible for a business of their size to be so utterly incapable of something so simple as recording an appointment and then turning up to it.
It's not like they are particularly competitive on price either.
Patterson just needs to do one thing to change it's fortunes. Actually provide a half-decent service. Everyone I know who uses BT hates them (both business and consumer) - their products are poor, service mediocre and support terrible. Dont mention their business management incompetence - drives most corporate customers nuts. The competition must be laughing their heads off when they read the new boy's solution is to keep the confusion and silo it into two divisions.