nasadude
join:2001-10-05
Rockville, MD | best satisfaction is not having to call
my customer satisfaction is great...I haven't had to call them in a couple of years.
unfortunately, that usually goes out the window the minute I have to call about something. |
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jeffhambone
Peace, through superior firepower
join:2002-02-02
Manassas, VA
 ·Comcast
| said by nasadude  :my customer satisfaction is great...I haven't had to call them in a couple of years. +1...I'm reasonably happy with them simply because I haven't called them in months. I have a lingering performance issue, but it doesn't aggravate me enough to want to engage the byzantine CS structure.
"According to the ACSI, Twitter takes the lion's share of credit for Comcast's improvement..."
In other words, none of the underlying problems and CS process issues have apparently been addressed. The squeaky wheels who can use Twitter and other on-line fora get service, while the average user continues to suffer.
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Son, there's only one thing you need to know: HEMI |
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Corydon
Cultivant son jardin
Premium
join:2008-02-18
Denver, CO
clubs:
·Comcast
| said by jeffhambone :In other words, none of the underlying problems and CS process issues have apparently been addressed. The squeaky wheels who can use Twitter and other on-line fora get service, while the average user continues to suffer. While a big part of this is the "squeaky wheel" phenomenon, I'm not sure that this is entirely fair. At first, I think we were seeing people who had tried going through normal CS and couldn't get satisfaction. But I wonder how many now actually use twitter or the like as a first resort, rather than a last one.
One question I would have for Comcast is whether they outsource their CS through unconventional means (like Twitter, fora, etc.)? And if they don't outsource those CSR jobs, what does that tell you about the quality of service that the people who aren't directly employed by Comcast are providing?
In other words, people seem to like Frank and his team. How do you scale that success without breaking the bank?
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"Religion allows people who would otherwise be arguing about whether the Death Star could beat a Borg Cube to have a place of respect within society." |
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RadioDoc
58ef2c0
Premium,ExMod 2000-03
join:2000-05-11
 ·AT&T Midwest
1 edit | This same thing has been going on at this site for at least 8 years with "unofficial" telco techs (and for at least the last six years with official techs) helping out customers outside normal channels. In fact it was a huge part in building this place to what it is today. Twitter, et. al. is just another venue for the same kind of one-on-one attention.
There is no upside to scale this to encompass the bulk of tech support though as the PR value of doing that approaches zero and it would eventually dive into the same morass "regular" tech support channels currently inhabit. |
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