Wednesday
Sep242008
Why support is so important in a cut-throat world
Wednesday, September 24, 2008 at 2:29PM
Frank Eliason (aka @ComcastCares) and his team of phenomenal people are at it again! They've had a bit of publicity on ZDNet, Brian Solis' blog and even the Get Satisfaction crew is getting satisfied.
Today, I had a strange issue -- I could no longer get the music channels on my digital box. A quick reboot of the box didn't fix it so I sent an email to Frank's team. Within the hour Catherine, from PA/De Corporate Escalations, had both called me and emailed me to see if we could get to the bottom of my problem. After a quick call back, she had booked a service call for 7-9pm on Thursday (that's right, a two hour window next day). About 5 minutes later she called to ask if anyone had sent a signal to the box yet. Nope? She did and within seconds the music channels reappeared. The fiancée was happy and so was I and she got to close a ticket in probably near-record time. I want to make sure I say thanks to that whole team. And keep up the great work, Comcast.
As for everyone else, learn from this. Comcast has had historically poor support but they are working their butts off to get better. When I call Verizon, AT&T, PGW and the rest of the bunch, I would love to actually get an educated, nice person on the phone -- or at least be able to reach out to them on Twitter.
Today, I had a strange issue -- I could no longer get the music channels on my digital box. A quick reboot of the box didn't fix it so I sent an email to Frank's team. Within the hour Catherine, from PA/De Corporate Escalations, had both called me and emailed me to see if we could get to the bottom of my problem. After a quick call back, she had booked a service call for 7-9pm on Thursday (that's right, a two hour window next day). About 5 minutes later she called to ask if anyone had sent a signal to the box yet. Nope? She did and within seconds the music channels reappeared. The fiancée was happy and so was I and she got to close a ticket in probably near-record time. I want to make sure I say thanks to that whole team. And keep up the great work, Comcast.
As for everyone else, learn from this. Comcast has had historically poor support but they are working their butts off to get better. When I call Verizon, AT&T, PGW and the rest of the bunch, I would love to actually get an educated, nice person on the phone -- or at least be able to reach out to them on Twitter.
Reader Comments (3)
New blog post: Why support is so important in a cut-throat world http://tinyurl.com/54xnpg
This is good stuff! You've got yourself a new rss subscriber.
Great! Always happy to have new subscribers.