Focus on the customer
We are convinced that our success is down to a number of initiatives which clearly express our customer focus.
On Customer Day, O2 managers put themselves entirely at the service of O2 customers for a day, either in one of our retail stores or call centres. Dealing directly with customer enquiries gives our managers a great insight which they can incorporate into their daily work.
Another vital element of customer satisfaction is the way our customer service teams manage complaints. At O2, we see this as an opportunity to get to know our customers better and not only satisfy our customers, but exceed their expectations.
We achieve our above-average performance in customer service by agreeing quality targets and monitoring performance. We do this by assessing customer calls, recorded with the callers’ permission. In addition, we present a 'Can do' award twice a year to reward employees who have shown outstanding commitment in the spirit of our brand promise and demonstrated excellent customer service.
