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.
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.
Where Does The Customer Fit Exactly?
… 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
If you track my thoughts, you will know that I am a big believer in ‘breaking down the silos’. I mean REALLY break – not pay lip service to it – through the introduction of ‘account managers, single point of contacts etc .. the fact is that these are just veneers to hide the real issues that enterprises have. Mid level management protecting their jobs, fiefdoms – even ’empires’ to try to hold on to what they consider is ‘there’s.
Seems like Andrew Spittle a ‘Happiness Engineer’ at Automattic agrees …. though he is coming from a different angle – my bold in the quote below.
This whole trend of customer success is a tired repetition of customer support as an entry-level-dead-end job that people simply seek to move out of. Customer support, when done well, is a career. Every conversation, whether it’s reactive or proactive, is an oppotunity to learn from your customers. That is immensely valuable no matter your departmental definition. Every time you try to isolate certain elements into a single department and declare that proactive support won’t, and cannot, work with customer support you do the broader community harm. Every one of us is in this to help people succeed.
[ Source : Andrew Spittle at Automattic ]