EN, I certainly understand what you're saying--I'm not trying to say (despite my choice in words) that Comcast heads are sitting around a table somewhere sipping Dom plotting ways to stick it to their customers. Events like this though make me wonder just what sort of quality controls are in place that would allow something like this to happen. Seems to me that something along the line isn't working, and their recent CS ratings as per the Philly Enquirer article I linked appears to back me up on that.
For the record, I almost start CS calls with any company with "hey, I know this isn't your fault, I'm just REALLY frustrated, so sorry if I rant a bit. here's my issue:" I agree that being pissy to anyone over the phone isn't going to get results, though I have certainly found some companies' CS reps are more patient than others.
When they start off being curt with you, and treat you as though you've the intelligence of a 8 year old, it doesn't speak to a professional work environment, and IMHO since CS is the frontlines of the company from the customers' perspective, it should be a priority of every company to employ only the most professional CS reps. Since the CS folks are really the only contact a customer ever has with these companies, it's hard not to automatically associate the CS reps' actions with the entire company--moreover the company should be aware of this and do what they can to ensure professionalism from their CS department.
At any rate /end rant
PS--I don't live in Houston anymore *sniff* I live in the DC area now and have for a while. Haven't been back to Houston in a few years.
For the record, I almost start CS calls with any company with "hey, I know this isn't your fault, I'm just REALLY frustrated, so sorry if I rant a bit. here's my issue:" I agree that being pissy to anyone over the phone isn't going to get results, though I have certainly found some companies' CS reps are more patient than others.
When they start off being curt with you, and treat you as though you've the intelligence of a 8 year old, it doesn't speak to a professional work environment, and IMHO since CS is the frontlines of the company from the customers' perspective, it should be a priority of every company to employ only the most professional CS reps. Since the CS folks are really the only contact a customer ever has with these companies, it's hard not to automatically associate the CS reps' actions with the entire company--moreover the company should be aware of this and do what they can to ensure professionalism from their CS department.
At any rate /end rant
PS--I don't live in Houston anymore *sniff* I live in the DC area now and have for a while. Haven't been back to Houston in a few years.
Facebook
Twitter