Comments on: “Comcastic?” Does that mean “ridiculous?”

By: Vin Subrajmanan

Vin Subrajmanan — Tue, 01 Jul 2008 15:25:54 +0000

That is hilarious! I’ve had similar experiences with other services also (airlines, ISP, and others). It makes me wonder what happened to good customer service? Does the bottom line prohibit hiring literate thinking people, or does it just keep companies from properly training their employees. I’m in the service industry myself and in my business, the customer MUST be treated well. For those interested in this subject, check out Deliver and Measure by Richard Hanks, President of Mindshare. The company is all about teaching new companies about old school customer service. deliverandmeasure.com

By: Tom Lutzenberger

Tom Lutzenberger — Mon, 09 Jun 2008 16:19:32 +0000

Why is it the cable companies are so good at being so bad at customer retention? A lot of big companies still act as if existing customers are just freebies, requiring no further attention and should be assumed, gauranteed sales. But telecom and cable seem to be the worst of the bunch. Great post, we’ve crosslinked you to our blog so our readers can benefit from the example as well.

By: Shell Smith

Shell Smith — Tue, 03 Jun 2008 16:35:44 +0000

Wow- I have had so many similar experiences with the same company! I just read that they scored #2 on the worst customer service (through a MSN online survey) - and this is sure proof of why. I recently did a survey about customer service, that I would be willing to bet Comcast would fail! I, however, found it very helpful for my own company - so check it out.

By: Tom Lutzenberger

Tom Lutzenberger — Sun, 01 Jun 2008 03:31:41 +0000

I don’t think there is anything almost as frustrating as a cable and telcom companies that take your money and the minute something goes wrong with their product or service, no one sensible can be found. They all know this is a problem and a main reason why their customer retention is so dismal. It’s pretty apparent when you read their quarterly reports and they actually discuss metrics measuring the their customer turnover (i.e. the rate of customer loss versus new accounts). And what is so amazing is that they still believe it costs more to help an existing customer than pursue a new account. I think your blog post summed up what happens everyday and the reason I dropped Comcast myself years ago. I will cross-link your blog so that our readers can share as well.

By: Robert Wyatt

Robert Wyatt — Thu, 08 Nov 2007 17:28:53 +0000

hmmm, maybe hiring rude, semi-literate online reps isn’t a good idea after all.

By: Mark Smalls

Mark Smalls — Thu, 11 Oct 2007 19:06:22 +0000

I have had similar experiences with phone reps and it is indeed frustrating. It can be so hard to get to a live person sometimes, and once you do you often wish you hadn’t! For some examples that prove good customer service is not dead, feel free to check out my blog: http://www.tbryceadvisors.com/blog. Cheers!