There is no doubt once a customer has surmounted the difficult climb to the higher levels of Comcast customer service that supervisors beat the bushes down to make sure customer expectations are satisfied and even exceeded. The problem is one has to cross the Rubicon before extraordinary service becomes a reality.
There is no doubt that Comcast is improving. Everyday more than 50,000 employees are out there trying to please 24 million customers. Are customers too fussy or too “high maintenance?” In reality, that is extremely hard to evaluate since state-of-the art video, high-speed Internet and phone service are touted everywhere as being just about perfect when one uses Comcast. Therefore as consumers we demand perfection, or at least a reasonable facsimile of exceptional customer service.
My experience as a first time Comcast customer didn’t fare well – that is until I worked my way up to the corporate offices. Admittedly, once I reached representatives with titles, my problems were immediately solved. It’s not a matter of customer service people not wanting to help, and it’s not that representatives are rude; everyone I spoke to tried to please. The problem therein lies in customer service employees knowledge and training.
What I noticed was the lack of competency for unique issues. None of the first line customer service agents were able to resolve the problem. When they tried to contact a supervisor or manager when I asked, it meant placing me on hold, the agent using another line to call to support, no one answering or responding in the support department, and then having to wait on hold for an extended period of time and nothing was ever resolved.
Comcast does try to validate their policies and procedures with the “Comcast Guarantee,” which includes a 30-day guarantee for a refund if not happy with the company, a $20 credit for a service person not being on time, routine issues resolved in one issue or a $20 credit, treat your home with respect, be available 24/7, and the promise that Comcast is easy to use and readily accessible.
In addition, why not enhance the Comcast experience by better serving the needs of Comcast employees who need better training when on the floor so they will be more confident when handling customers? Why not hire more supervisors and make it a priority that unique problems get priority handling and not be switched over to another department? Owning a customer’s problem and taking that problem to a resolution is what differentiates the acceptable service from the extraordinary. That is exactly what happened when my problem finally landed at the corporate level. It’s what customers brag about, and it’s the reason they carry their loyalty across the Rubicon.
photo credit: jsmjr
