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No excuses: EE launches new campaign to remedy substandard customer service

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EE is moving to restore its reputation after being consistently criticised for its poor customer service as it launches its ‘Broadband Service First campaign’The broadband service provider admitted that it has had an “unacceptable, high volume of complaints” compared to industry standards. 

According to statistics from Ofcom, EE generated the most customer complaints within the industry in the first quarter of 2015, with grievances including billing, pricing and complaints handling. 

Francoise Clemes, EE’s Chief Customer Service Officer, said: “I’m not going to offer excuses because broadband customer service has simply not been good enough…” 

The new measures include the opening of a new broadband operations hub, taking on 500 new permanent customer service staff, introducing integrated systems, launching a new digital and social media tool for users, and the introduction of a new broadband customer hotline. 

“I promise all of our customers that service is our top priority and, through Broadband Service First, we will fix this,” Clemes continued. 

“There’s still more work to do but I’m proud of this record. Our broadband service however continues to fall short of what our customers expect and deserve – but I want to reassure them we’re addressing this as a priority.” 

Rival broadband provider BT is currently in the process of acquiring EE, pending regulatory scrutiny. The deal is expected to be finalised in early 2016, until which time EE and BT will technically remain competitors. 

 

Published on Friday 18 September by Philip Gallagher

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