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THE BOTTOM LINE
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The Bottom Line
Saturday 5.30-6.00pm
The Bottom Line
Insight into business from the people at the top
Programme details
14 June 2008
Listen to this programme in full
Evan Davis
This week we talk about telephone customer service and dominant businesses.
Since putting customers on hold drives so many of us around the bend, how do companies get away with it? This week we talk about telephone help lines. Companies are moving more customer service online – yet the 0870 and 0845 numbers persist. On our programme, however, we promise you won’t have to press any buttons or listen to any ‘soothing’ music.

And in a programme in which we reunite the two halves of the old General Post Office (in the studio at least) we talk about businesses that dominate an industry. Whether they are old government monopolies now in the private sector or were once start-ups which have since grown to mammoth proportions, we find out what’s good and bad about being big.

Our guests this week:

Amanda Bedborough
Executive vice president, Corel

Allan Leighton
Chairman, Royal Mail

Ian Livingston
Chief executive, BT
About the programme

The Bottom Line cuts through confusion, statistics and spin to give you a clearer view of the business world through discussion with people running leading and emerging companies.
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