In this morning’s blog, I said, “Companies need to build a dialogue with customers. Spend more time listening, and less time trying to force their message. ”
Think about this … this is the message posted on Comcast’s Customer Care Website.
We are constantly working to serve you better.
Dear Comcast Customer:We want to let you know that customer service is our highest priority. Your feedback is very important to us, and we use it to improve the way we deliver service. We are writing this letter to update you on the steps we have taken to provide better service to you. We are putting a tremendous amount of resources into making it easier and more convenient for you to do business with us. This is part of a company-wide effort to improve service that will continue for several years. Among the many improvements we are making, we:
Work on Saturdays and Sundays so customers can schedule appointments when it’s most convenient for them.
Offer shorter appointment windows and increased availability of two and three-hour appointments.
Hired 12,000 new customer service agents and technicians in the past two years.
Opened six new call centers so far this year with two more call centers set to open by the end of the year and added seating capacity to 11 existing centers.
Improved our training and development programs.
Are providing our technicians with new tools like laptops and handheld devices that will help improve on-time reliability. These tools will give our customer service representatives the location of technicians who are working in the field and enable them to communicate the arrival time of technicians to you more accurately. Our customer care agents also will call before and after appointments to ensure that the work was performed correctly.
Are using new technologies that give you the option of performing self-service functions when you call 1-800-COMCAST and offering Web-based help tools like online chat with customer account executives and an online database with a range of help topics.
We recognize that these investments must be backed-up with good customer service for each and every one of our customers - and that is our goal.
Sincerely,
Rick Germano
Senior Vice President of Customer Operations
A customer posted this video on YouTube. So far, it has 1.2M views and 2,175 ratings.
A former customer posted this video on YouTube and so far has 65,000 views.
Which message are you more likely to remember? Which message are you likely to forward to your friends?
If you liked my post, feel free to subscribe to my rss feeds
BlogoSquare
3 Comments so far (Add 1 more)