Comcast Needs a Reminder: They Operate With Public Permission
Satisfaction ratings of the entire cable industry, particularly Comcast, have been dismal. In response, Comcast has launched an ad campaign, and a "Think Customer First" internal program.
At least one critic remains skeptical.'Michael G. Cherenson, vice president of the Livingston, N.J.-based public relations firm Cherenson Group, said that cute commercials were a start, but that only a companywide, sustained attitude change would reverse people's negative perception of a firm.
"The role of public relations is to remind business that they operate with the permission of the public," said Cherenson, whose firm is not involved with Comcast's campaign.
Comcast, then, "needs to make that kind of shift in perspective," he said.'
Read the full story at the Miami Herald:Comcast Vows to Improve Its Customer Service
By Akweli Parker, The Philadelphia Inquirer Knight Ridder/Tribune Business News
| |madylarianThe curmudgeonlyPremium
Re: New face of Comcast customer service All of that is just window dressing if the information/help given continues to be stupid, brain-dead or just plain wrong.
Honi soit qui mal y pense
| |JTRockvilleData HoPremium,MVM
Re: New face of Comcast customer service As far as senior/disability discounts go, I guess customers still need to "think franchise authority first".
said by Tim Moran, Bee Staff Writer, March 23, 2004:but Lompoc did
Comcast's upgrade ends special rates
One particularly sensitive special rate had been given to some senior citizens on Social Security and disability. The qualifying seniors reportedly paid about $25 for "basic expanded" service.
At some point in the past, a cable operator discontinued the rate, but promised those who were already on it that they could keep the lower rate.
Fewer than 100 customers of about 50,000 still have the rate, Gonzales said.
"These are special rates defined by previous owners. We don't really know what the criteria was at the time," Gonzales said.
"What they were getting no longer exists under Comcast's upgraded services. The channels and prices are different," she added.
said by Franchise Agreement Between the City of Lompoc and Comcast Cablevision of Lompoc, LLC (pdf):
SECTION 6. CUSTOMER PROTECTION
6.6 Non-discrimination and Equal Employment Opportunity.
Different rates may be offered to commercial or bulk rate subscribers, and provided further that reduced rates shall be offered to the disabled and senior citizens.
This will be wonderful If it truly happens
I would also like to see some sort of special phone# or email or some place where customers can give thanks and praise for those employees who go that extra mile for us and we can be sure they will get recognition for it