Comcast CEO kinda, sorta gets there are "horrific" customer service problems
In a just-posted interview by FORTUNE magazine writer Stephanie Mehta, Comcast CEO Brian Roberts is asked whether or not he realizes that his company has a "horrific" reputation for customer service.At the least, Roberts' answer shows that he is not in denial.
CEO Brian Roberts is asked whether or not he realizes that his company has a "horrific" reputation for customer service.
At the least, Roberts' answer shows that he is not in denial.
"I hope that reputation is not universal, and we are working very hard to improve where we have made past mistakes," Roberts says. "We do 250 million phone calls a year between orders and services, and, inevitably, with that many calls, you are going to have failures.
"We have added 11,000 technical and customer-care employees just in the past 18 months," Roberts adds. "And we are beginning to call customers before and after service appointments to make sure we did the work properly. It is a major goal to continue to improve."
I do wonder, though, if Roberts truly understands the depth and variety of Comcast's customer service problems. To me, one of the biggest is inconsistency of availability of customer records between one far-flung customer service and tech service office and another.
Maybe we can help Brian out.
What's your biggest beef- if any-with Comcast service?