BTNI is the acronym of British Telecom Northern Ireland. They have their main offices in Belfast including their Customer Service Department in Riverside Tower. They are the leading communications/information technology company in Northern Ireland dealing in, telephony, mobile, IT and data communications. They are part of BT the largest UK data comms company and follow the same ideals and goals. “BT Retail is a customer-centric distribution business that will grow shareholder value and deliver an excellent, continuously improving, customer experience. ”

“We will provide differentiated solutions and a tailored service to our customers, build new routes to market and manage profitably our developing products and service portfolio. We will excite and engage our people to maximise the value they create for themselves, our customers and the communities in which they work. ” BT’s customer base BTNI splits its customers into two distinct groups, residential and business. Residential customers are the largest group, but do not provide the largest revenue. Their needs are not as complex as business, and include telephony, mobile and internet access.

Business Customers needs are dependant on the size and type of business they run, so BT splits them into different sections; SME – small to medium business enterprise, large business enterprises and government. Services that they require may include; telephone switchboard facilities, mobile services, IT hardware and software, data comms services such as direct communications between different branches of a business, internet and intranet services (internal internet for a business). The customers are dealt with differently, as residential customers are mainly small users so talk to sales staff on the telephone or internet.

Due to the complex make up of businesses each one is assigned an accounts manager who visits the client on site, this creates a stronger bond between BT and its business clients and through this the clients become more comfortable with BT. In the context of customer service, BT aim to “Delight our customers, motivate our people and increase shareholder value. ” They aim to achieve this by employing their values which are: * Improving customer experience- by creating trust with the customers by being open and honest and showing that there are no hidden agendas. They can do this by delivering promises and consistently keeping to BT’s values.