Tim
Premium
join:2006-06-19
| Custtomer service
I don't think Comcast's customer service reputation is "set in stone." But it's a longer process than anyone would like to improve it... as Brian Roberts said, they've hired 11,000 people in last 18 months. If my math is correct, that's 20 people a day. Along with that comes the infrastructure to support it... building or expanding the call center itself, hiring and training the new people, the supervisors, the managers, the HR department, etc.
It's not an easy task to localize call centers. But it's being done. Just check Google News to see the number of new call centers being created, and a lot of them aren't even mentioned in the news.
Will everyone be happy when the project is complete? No. 100% customer service is unattainable for any industry. It's especially true of cable... it's a completely different animal from other service companies. It's amazing how many customers can't operate their own TVs... and cable will roll a truck to do simple things like turn off closed-captioning. It's expensive and it takes time away from customers who have real problems with their service.
Still, I think Comcast is moving in the right direction. |
