Customer Service Redux

It’s An Epidemic


I wrote about my recent experiences with Comcast last week. Turns out, that as I was engaging with Comcast, Doc Searls was engaging with Dish Network. And just as I was writing  …

Comcast could make this happen in an instance. It is called process. They know when their services are down, they just try to deny it with delay tactics.

I mostly feel sorry for the people that have to deal with me and the like – they know the truth. Keep up the good work folks – we know it is not you.

Doc was writing …

My experience with the agent was fine. She did a good job.

…and once again – we are down to corporations processes …
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Does Comcast Have A Suggestion Box?

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.

Customer Service

What Makes It Great?


… I would argue that none of those words actually hits it.I think the word is ‘process’. And if you want a phrase … ‘customer-centric-process’.

I have written about Comcast before. A lot. In various places. This is one of my more recent ones. Fair warning, it seems to have become a tracking post for my ongoing Comcast conversations – so it does go on a bit. But, by reading it, you will start to understand.
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Comcast

Where Does The Customer Fit Exactly?

Customer First,
Customer Second,
Customer Third,
… where exactly does the customer fit in the Comcast hierarchy?
Important - this post was originally published on December 2nd, 2016 ... it was updated on January 16th, 2017 and then again on July 10th, 2017.
I have just written the following email and sent it back as a reply to the confirmation email I received after I scheduled an appointment for this morning. I then sent it to any other email address I could find on their site. (Actually, that was zero … Comcast don’t make it easy for ‘customer engagement’.)

If I get any update, (I did – see below) I will be delighted to report back as an update to this post. Mainly writing here as a reference and link that I will provide to @ComcastCares when I tweet in a minute. Continue reading