Consumer aspects in telecoms. Peter Lundy MSc DIC BSc(Eng) Information and Communications Technology consultant November 2008. Agenda. How customers are served How customers choose a telecoms service How are consumers informed? The role of consumer/ business associations.
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Peter Lundy MSc DIC BSc(Eng)
Information and Communications Technology consultant
Types of telecoms services
Types of customers
“Yes, because if something does go wrong or you have a query, you do not want to be left with no service or a high bill because you cannot get through to customer services”
“And it is not just about giving you a helping hand. It is about looking after existing customers, making sure you are on the best plan for you and treating you as a customer, not a bill.
“Does your supplier do this?”
Survey of 8,000 adults carried out in March 2006 for “YouGov” in the UK
Examples: see www.bt.com/contactus
“We have all transformed ourselves. This is a new sector. Broadband over fixed and wireless phones is the future”
“By 2009, Telefonica expects to be earning 85 per cent of its income from content downloads, data transmission and mobile services”