Comcast Customer Service – One Year Later

 

will comcast ceo improve comcast customer service?Comcast customer service is supposed to be improving.  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 when Mr. Roberts was interviewed by Henry Blodget a few weeks ago, there was a bit of a mixed message.  On the one hand, he is 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. Roberts appears to be beginning to rationalize their performance.   He suggested that Comcast is really no worse than it’s 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 hasn’t 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. They’ve done a few things, but until they create an employee culture that values customer satisfaction more than anything else, they won’t be able to nearly achieve their potential.

——

Shaun Belding is CEO of The Belding Group – The Global Leader in Customer Service Consulting and Training

www.beldingtraining.com
www.retailtrack.com
https://www.facebook.com/BeldingTraining
http://twitter.com/ShaunBelding

Comcast Customer Service – One Year Later
Share on facebook
Share on Facebook
Share on twitter
Share on Twitter
Share on linkedin
Share on LinkedIn
Share on whatsapp
Share on WhatsApp
Share on pocket
Share on Pocket

Comments? We'd love to hear them!

This site uses Akismet to reduce spam. Learn how your comment data is processed.

You might also be interested in:
Posts by category
Winning at Work Newsletter

The Workplace Success Newsletter

read in over 100 countries

Awesome tips to help you succeed
Free – once a week in your inbox!
(And 100% spam-free!)

(Want to see the kind of tips you’ll be getting before signing up? You can find them here.)

Outstanding
Customer Service Training
The best customer service training programs

Contact us today to learn how The Belding Group can help you stand out with outstanding customer service.

Do you have your copy of The Journey yet?

Winning at Work Newsletter

The Workplace Success Newsletter

read in over 100 countries

Awesome tips to help you succeed
Free – once a week in your inbox!
(And 100% spam-free!)

(Want to see the kind of tips you’ll be getting before signing up? You can find them here.)