The aim of this paper is to share data, trends, experience and advice with the aim to reduce customer care escalations to mobile network operators and regulators in the UK.
Members of the ISEE have compiled this comprehensive paper for use by industry, which covers amongst other topics:
- Consumer Choice on methods of contacting Customer Service
- When to offer Customer Care
- Suggested scripts and templates for use
Our Best Practice Guide is set out to provide easily accessible advice which Level 1 and Level 2 providers can use to help them deliver a professional customer service solution that meets consumers’ expectations.
Originally published February 2020. Updated March 2022
