Thursday, November 20, 2008

Five things Comcast can do NOW to improve their service.

In no order of importance....

  1. The only thing the electronic answering system should really need to know is what language you speak. After that, someone should be forwarded to a service agent that is trained/equipped to deal with *all* aspects of Comcast product support. (along these same lines, increase the pay of frontline support agents, as they REALLY are your brand experience.)
  2. Drop the happy-smiley sales pitches and pleas for customers to look at your website, We're calling because we want a human being. If there was something on your site I wanted (assuming my service is operating), I'd already be there looking. The very fact I'm on the phone means....I don't want your website.
  3. Allow agents to individually (or by small group) track tickets and manage them through report/resolution, rather then letting the call queue randomly assign customers to support reps.
  4. Require field crews to report location and service ETA's as often as possible, and update customers periodically with new information. Yes, this is *supposed* to be expensive..what other way can someone punish a company for poor service?!?
  5. Be faster to offer services and/or refunds for service interruptions. The internet is a mature technology now, and it's importance is greater in many situations than working television feeds. Frustration could be eased with as little as a couple free months of HBO or something.
That is all.


Michael said...

Here, here! I second all of those.