I am a few weeks late in posting this but better late than never, I’ve got many drafts of blog posts that are incomplete, but with 5 days of coursework remaining, I intend to get back into blogging!
I’ll let the tweets tell this story.
This tweet was followed by a DM from @ComcastSteve where he asked for my home number to try and locate me an appropriate cable box that I could pick up. I sent another DM back with my phone number.
@ComcastSteve responded to me within minutes. He was super pleasant and helpful. I responded by giving him positive love online with happy tweets and a Facebook status update:
From where I’m standing, Comcast is doing a GREAT job handling online customer service. I told everyone I know that I was so excited about having gotten such a quick and helpful response.
However, I had spent the previous 4 days or so complaining because the customer service I received over the phone and the 2 times I drove to the physical location was nowhere near as good as what @ComcastSteve gave me in 5 minutes. Does this leave me happy? Yes. However, it’s a bigger problem that the majority of the Comcast customer service team are not this interested in ensuring customer satisfaction.
I personally think that @ComcastSteve should be leading training sessions for the Comcast reps who answer the phone, at the very least.
What would you have Comcast do to improve this situation?
{ 2 comments… read them below or add one }
As someone with call center experience, I personally would have handled the call to completion, whether I was in the proper department or not. I’ve done it before and still do. Good customer service is extremely easy yet to perform surprisingly lacking by too many reps.
Real customer service is greatly lacking and when someone who is actually good at it, they should be praised and thanked.