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Customer Service Award of the Week goes to...

2008-03-27T193731Z_01_NOOTR_RTRIDSP_2_TECH-COMCAST-DC.jpg

Over the years we've featured some stories about crappy customer service, so I thought I'd relay an example of one company who's taking a different approach - Comcast.

My friend and business partner, CC Chapman, recently got a big-ass HDTV (obviously paying him too much), but the picture quality was never quite what he imagined. During the Celtics game the other night, he used Twitter to vent his frustration:

@Comcast - Why is it that on any HD channel I get a line across the top of the picture? REALLY noticeable with sports.

If you're not familiar with Twitter, think of it as a public Instant Messenger stream, where people write short 140 character blog posts. Apparently, Comcast must have been paying attention because, within minutes Frank Eliason at Comcast had messaged him back:

OK, no big deal really. But the fun started the day after. According to CC:

This morning I got a call from their service center. This afternoon someone came out. Now my HDTV rocks! THAT my friends is customer service and how it should work all the time.

I completely agree. I'm not about to believe that Comcast as a whole is faultless because of this one example, but at least it's a move in the right direction. You can read the story here, or listen to it on CC's excellent marketing podcast, Managing The Gray. And check out Comcast's Customer Outreach Twitter account - they really do seem to be on the ball here. Not that it's gonna make me give up my DirecTV and Verizon FiOS :)

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3 Comments

Wow. Impressive.
I knew a guy who's wife worked at QWest customer service and from what he said her job was to get yelled at, address the issues as best they could, and then try to sell the customer, who's probably nuts at this point, some more services. (On top of that, her group got decimated and the head honcho Nacchio, got himself like a 7,8,9(?!) figure bonus. Course he's under litigation now and it's on appeal. Damn that wacky bubble!)

said E on May 25, 2008 12:07 AM.

Don't be confused about what happened here. This was NOT customer service.

This was damage control. Had he called Comcast he would have had a much more difficult route to getting things cleared up.

Comcast has a prolific history of poor customer service, as I can personally attest to. Maybe by posting here I will get better service in the future.

This quick fix was to avoid negative PR on Twitter, not to service an individual how was getting poor service from Comcast.

said Jaxx on May 27, 2008 9:37 AM.

Impressive 'Damage Control' then.

said E on May 27, 2008 11:42 AM.
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