Just in case they do …

… here are two thoughts for them (Image By Conrad Baker )

More Proactivity with keeping customers happy when things go wrong. This would include actually reading what customer send them. Here is an example of what that mean where I compare Customer Service at Comcast to Alaska Airlines. (This not a Comcast staff ding. It is a great big ding at Comcast Senior Management and their processes.)

Tiered customer service that understands that when ‘Joe’ calls they get the ‘grandad’s in trouble – put him through to the ‘let’s talk it all through again’‘ help desk. Through to when ‘Mary’ calls they get shot straight through to the ‘let’s talk using as many non-understandable TLA’s as we can’ desk – because they speak geek.

I am available to discuss how this can work whenever Comcast are ready.

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