Customer service at BT

Start Date:
Programme Type:
Work Experience
£0 hourly
Review Date:
July 2019

Review Score

6.9 /10

1. Please give an overview of what your work experience involved:


My work experience was a short week where I came in to see what it would be like to work answering the phones and dealing with customers complaints and issues. The role was to take calls and engage in conversation with customers trying to understand their problems and troubleshoot them over the phone if possible

2. What training and skills development did you learn from your work experience?


I learnt how to handle phone calls in a professional manner and I got a good understanding of what was needed in order to not say the wrong things and keep the customers happy so that they would stay using our service. I also learnt that it is important to always be polite

3. To what extent did you enjoy your work experience?


I enjoyed my work experience to a certain extent. At first I wasn’t sure about the phone centre environment however as the days went on and I got more confident talking over the phone things became easier and I found myself enjoying my time more and started wanting to do more

4. How well organised was your work experience?


My experience was organised from what I got from it: the staff were very helpful and helped me settle in from the start. I also liked that things were well laid out and everything you needed was at the convenience of your desk. One thing I didn’t enjoy was the hot desking and swapping desks

5. How much did you learn about the company culture and what it would be like to work there?


I learnt that it would be a good place to work. Although the pay offered when you first start isn’t amazing it is likely to go up and your job really isn’t difficult and doesn’t involve much so there is not really a lot that could go wrong

6. How much did your work experience help you in deciding on your future career path?


The work experience at BT was good and I enjoyed it but if I am honest I think it has made me realise that I want to do more customer facing roles when it comes to customer service. As I find it easier to read people’s body language in person

7. Were you paid or reimbursed for this experience?


I was not paid as it was completely voluntary. I just wanted to see what it was like working for BT and how they operated. I enjoyed it and it was a fun week.

8. Were there opportunities for networking and meeting other employees?


I was introduced to most of the team on the first day when I was shown around the place. Then after that I met other people that worked there on other days but it was mainly quite an isolated job and working at a desk handling calls over the phone

9a. Would you recommend BT to a friend?


9b. Why?

I would recommend BT if you like talking to new people over the phone and you find it easy to talk to people who are not very happy with their service and if you enjoy turning their opinion around and helping them out. It is a job that requires a skill in communication

10. What tips or advice would you give to others applying to BT?

If I was to apply to BT from what I have learnt they like to employee people who are hardworking, honest and also patient. Patience is a skill you need as sometimes the phone lines can be a bit unclear and some customers can mumble a little bit but overall I would just write a good CV and cover letter.

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