Comcast is the largest and most respected cable provider, Internet service provider, and one of the biggest telephone service providers in the world. Despite all these accomplishments, Comcast is one of the most hated companies today, and a customer service episode doesn’t help matters much.
Controversy and fallout continue after an embarrassing service call. A customer named Ryan Block calls to cancel his Comcast service. Instead of complying with Block’s wants, the Comcast rep demands, borderline bullies Block, for an explanation. The conversation leaks into social media and becomes a national headline. Now, COO Dave Watson has gotten involved, posting a heart felt letter on the company website. Mr. Watson says he’s embarrassed by the call, he also says the rep was trained to save customers anyway he/she can. He admits the rep fell short in respecting the customer. Mr. Watson vows in the statement to review and refresh training programs and to better reward customers about doing the right thing.
I hope COO Dave Watson means what he says, and this isn’t some temporary band-aid until the media stops focusing on this. I understand business is business and the goal is to get and keep customers. But respecting customers’ rights and wishes should take precedent over that. Plus, Comcast is the biggest telecommunications company in the world. They even own NBC, several cable channels, Universal studios, and trying to get Time Warner. Why were they so worried about one consumer? They’ll probably get at least 10 more before the rep’s shift is over that day. Their customer relations reputation isn’t that good, but they’re too big to fail. That’s why I cringe when I hear the word merger. Companies get so big they don’t have to care. There’s another lesson here. Be careful of how you talk to your customers. In this era of sophisticated technology, your conversation can get leaked and played all over the world, especially if it’s a bad one. Then what? What other lessons can be learned here?