Putting Marc Allera, 3 Director of Sales, to the test

Last August I met with Marc Allera and asked him a serious of questions about 3UK’s service — one of the quesitons was about the massive disconnect between the 3UK shops that are now in almost every UK High Street, and the 3UK customer services.

I wasn’t impressed, you see, walking into a store last year and asking if I could upgrade my handset, only to be told to ‘phone India’ by one of the helpful chaps. They couldn’t deal with existing customers, only new customers. And whenever I phone the nice customer services, I do feel like a 12 year old again when they say ‘but Mr MacLeod, you’re not due an upgrade until XXX’.

Anyway, I wondered if things have changed. Here’s what I put to Marc last year:

Why the disconnect between 3UK stores and Customer Services?
Marc: Well the main barrier for us to deliver better service in-store is our system. While our call centre agents can handle every enquiry you might have, our system doesn’t allow our in-store team to do similar. We’re mid-way through a major project to address this change — and we expect to complete by around March next year.

So, I’m about to walk into one of the 3UK stores on Oxford Street and find out if the major project has been implemented. Here’s hoping!