Everyone of us has a customer service horror story and quite a few with Comcast (or whoever happens to be your cable service provider). In a recent case, a Comcast employee actually went to sleep at a customer’s location (the customer put the video above on the web) when he was on hold for close to an hour trying to reach his office. What does Comcast do? It fired the poor guy. While I can understand how unprofessional it is to pass out while you are a customer location, I don’t blame the guy. Over the years, not only from Comcast, but customer service is on the decline, especially when companies resort to outsourcing of customer service (no, I am not referring to offshoring).
What should have Comcast done instead?
Take another look at how they are responding to needs of their customers (and employees). I can cite dozens of cases in which I was ready to place an order and I couldn’t get a response from the company (extremely long wait time on phone, no response to email queries, etc.) – and I am a patient person. While Comcast might relish its monopoly, for many other businesses, their competitor is only a click away.