Conversation Three. 4.10pm

Hello. Welcome to British Gas... training and quality purposes.

Me: Hello, this is my third phone call this
afternoon. One of your colleagues is supposed to be ringing me to let me know when,
roughly, your engineer might be coming to service my boiler. I've been stuck in my house since 1 o'clock and I really think it ought to be possible to establish a slightly more precise time so that I can pop out of the house for a few minutes to buy something for supper. I could easily have done it by now if I'd known he wasn't coming before 4 o'clock.

BG: I do apologise. I'll just see whether I can find out what's happened, if you could just hold on for a few minutes.... Thank you for holding. I've talked to the engineer and he says he will definitely be there before 6 in the evening.

Me: Well, I wish you could have told me earlier. I would have thought that it wasn't
beyond the wit of man to make a call to say that he couldn't make it till after 4 o'clock. Surely he's got a mobile phone. It seems completely unnecessary to treat your customers in this casual and inconsiderate way.

BG: I do apologise but - maybe no one has informed you - we do have a "Time Choice" service that you could join which would give you more flexible options. It would only cost £2 or £3 a month extra.

Me: What! I already pay a very large sum of money for a Full Home Care Service Agreement with British Gas. I'm just looking it up, yes, good heavens, it costs £462 a year. I've hardly used it. I don't see why I should pay extra for what ought to be routine treatment. I think you - I don't mean you personally, you seem very nice - you, British Gas, are just ripping off the customer. Don't you agree it's very unfair?

BG: Yes, I do agree, I can only apologise.

Conversation Four. 5.55pm

Hello. Welcome etc... quality purposes.

Me: Hello, this is my fourth phone call. I've been sitting at home since 1 o'clock waiting for an engineer. It's nearly 6pm. He hasn't turned up. I think it's a disgraceful way of treating your customers. I pay £462 for this.

BG: Could you hold on for just a minute, I will put you through to our Customer Service Manager.

Customer Service Manager: Thank you for your patience. I do apologise. It's been a very busy day but our engineer can be with you at about 8 o'clock this evening,

Me: What? You must be joking. That's out of the question. The last thing I want to do at 8pm is see anyone from British Gas. I think the way you treat your customers is truly disgraceful. Not to mention incompetent. Luckily, my central heating hasn't actually broken down otherwise I'd be even more furious.

CSM: I would feel the same way as you if it were me. I can only apologise. When would it be convenient for the engineer to come? Would tomorrow morning be convenient?

Me: Certainly not. I go to work tomorrow morning. The best time would be next Wednesday at 8am. Presumably that would be your first job of the day, so it should be possible to get here on time. You'll be able to park on a yellow line.

CSM: That's fine. I will make absolutely sure that the engineer will be there promptly at
8am on Wednesday.