case studies BBC English Regions

摘要

'Juggling', 'diplomacy' and 'detection' were a few of the words used by the BBC English Regions customer care champions to describe life as a receptionist on the front-line. The receptionists act as a point of reference and advice to colleagues (the local radio editors and regional TV output editors) on customer care issues. During national customer service week 2002 BBC English Regions' managers had a hands-on experience of the great range of calls their receptionists deal with on a daily basis. They quickly realised how well staff internally respond to expected and unexpected calls and how easy, or otherwise, it is to welcome visitors to the radio station.