Comcast Customer Service One Year Later

Comcast "Embarrassed" By Customer Service Rep

When Brian Roberts took over as CEO of cable giant Comcast a year ago, he pledged to improve their notoriously poor customer service. He, and EVP Neil Smit said they were taking action.

Well, a year has gone by, and if one looks at the business metrics, it would appear that Comcast customer service has made progress.

But whenMr. Roberts was interviewed by Henry Blodget a few weeks ago, there was a bit of a mixed message. On the one hand, heis still saying good things like every executive, including myself, needs to be trained on customer service. On the other hand, there are a few indications that their focus still needs to be at another level.

Rather than aiming high to actually transform Comcast into a world-class customer service organization Mr. Robertsappears to bebeginning to rationalize their performance.He suggestedthat Comcast is really no worse than its competitors, and hints that consumers are spoiled by all the free services they receive these days from organizations like Google and Facebook. And, while he talks about some significant improvements in processes, he hasnt presented the people side of customer service as a priority.

A year ago, in this blog, I had outlined what Comcast would have to do to achieve their goals. Theyve done a few things, but until they create an employee culture that values customer satisfaction more than anything else, they wont be able to nearly achieve their potential.

Source: http://customerthink.com/comcast-customer-service-one-year-later/