The Tribune

The Bahamas Telecommunications Company (BTC) last week celebrated Customer Experience (CX) Day to show its appreciation for staff and subscriber clients.

Customers visiting BTC’s retail stores at the Mall at Marathon, Southwest Plaza, and Pioneer’s Way in Grand Bahama were honoured on October 1 through several in-store promotions that included gas vouchers, gift cards and movie tickets.

Sameer Bhatti, BTC’s chief executive, said: “Customers are at the heart of everything that we do here at BTC. As we celebrated CX Day, we wanted to acknowledge customers and thank them for their loyalty to us. Whether it’s mobile or fixed services, we want to thank them for choosing us. We continue to raise the bar for ourselves and the services that we provide, and this CX Day we want to say thank you.”

In addition to celebrating customers at its retail stores, BTC’s CX team hosted several customers to a special “lunch and learn” session at the Balmoral Club. They were given the opportunity to learn more about BTC products and, in turn,gave feedback about the services they currently use.

K. Teneile Simmons, BTC’s head of customer experience, said: “As a company, we value our employees as well as our customers. CX Day is celebrated globally and is two-fold. It’s for us to celebrate our customers and to recognise our CX team. There is no better way to understand how well we are doing than to listen to the people that we serve.”

Susan Simmons, a BTC customer who attended the ‘lunch and learn’ event, said: “I am here today because BTC looks after its customers. They have constantly communicated with me, and they are always reaching out to ensure that I am happy with the service that is rendered, so for this I am grateful.”

Dr Bridgette Rolle, another BTC customer, added: “I can certainly give credit to BTC and its roaming partner because when everyone on my trip was unable to get service on their phone at the top of the mountain, here I was roaming and receiving messages, so BTC has certainly done it again.”

BTC said that as part of efforts to improve and modernise the customer experience it earlier this year introduced its fully-revamped MyBTC mobile app to make customer interactions as seamless and easy as possible.

It added that the app is a one-stop shop for all mobile and fixed services. Customers can top-up accounts, and access and manage their payments in one spot. BTC has made it easier for customers to contact the company through its revamped What’s App Chat and is working on a fully upgraded interactive voice response system for its contact centre.

CX Day is observed globally on the first Tuesday of October and is known for companies rolling out the red carpet as they celebrate customers and recognise the efforts of hard working CX employees.