| reply to ominae
Re: Our job? The reporter should have chosen words carefully; the reason I (and others in this thread) was/were a little surprised was the attitude he used to convey the message. Yes, I didn't give up, so I called and called. Comcast has deemed it financially acceptable to train X number employees with X amount of time spent training. They accept that customers won't be serviced an X percentage of the time, thus the justification of only having so many reps, or automated systems etc... The heart of the matter is if they are consistently at the bottom of service, wouldn't it be more prudent to beef it up to provide more quality, to further their business? Money is the bottom line, and if they feel the levels are acceptable, fine. I am entitled to the opinion that better service yields better business, as supported by my experiences as well as others in the industry. The concept of getting by with as little service as possible to save a buck is the problem, which is one of ethics. |
