COMCAST CUSTOMER SERVICE

Comcast Customer Service

Abstract

Comcast Corporation is the leading provider of television services largest cable in the U.S. and the largest Internet service provider broadband and digital phone lines in most of the area it serves. Comcast was known for their bad business practices and poor customer service. It was clear that Comcast had to react. They deployed social media as their tool for changing the customer's perception. The effort was backed by a committed team and consistent customer service practices. A great number of customers had their problems solved, and contributing to the brand visibility, tweeting and writing about it.

Table of Contents

Abstractii

Introduction1

Company Profile1

Customer Service at Comcast1

The Past Situation2

The Transformation of Strategies2

Ratio of customer loyalty3

Cost reduction3

Using the information service of the corporate website4

Conversion of complaints and unsubscribe requests into business opportunities4

Power to influence customer5

Cross-selling5

New processes5

The Impact of the New Strategies6

The level of customer retention6

Reduce operational costs6

Increased use of the function Self-Help6

The client saves7

Complaints are transformed into reviews7

Cross-selling8

Encouraging innovation8

The Success Story in the words of Comcast's Leaders8

Conclusion13

References15

Comcast Customer Service

Introduction

Company Profile

Comcast is the largest cable operator and home Internet service provider in the U.S., with 23.2 million cable customers, 16.4 million high-speed Internet customers, and 8.1 million Comcast Digital Voice customers. Comcast Programming Group includes E! Entertainment Television, Style Network, Golf Channel, VERSUS, G4, PBS KIDS Sprout, TV One, and Comcast Sports Group. Major holdings include the Philadelphia 76ers (NBA), the Philadelphia Flyers (NHL), a multipurpose arena in Philadelphia, and the Wells Fargo Center. Through Global Spectrum, Comcast manages other facilities for sporting events, concerts, and other events (DataMonitor, 2010).

Customer Service at Comcast

Comcast has been the subject of substantial amounts of criticism from subscribers and the media for its poor customer service, stance on net neutrality, relationships with local, state and federal governments, business practices and controversial lobbying efforts. There have been many reported incidents with individual customers describing less than satisfying interactions with Comcast's customer services (Advertising Age, 2011).

However in the past two years Comcast have made an attempt to change their ways in terms of customer services. They have deployed social media as their tool for building strong relationship with the customers.

The Past Situation

There have been many reported incidents with individual customers describing less than satisfying interactions with Comcast's customer services. These include situations with a technician falling asleep on the job, customers having to spend hours on the phone to fix simple problems, and sending a bill addressed to "Bitch Dog" to a customer who had recently complained about her service. Comcast's customer service quality has prompted several individuals to create blogs and websites dedicated to informing the public of Comcast's service, including one run by media columnist Bob Garfield (Belson, 2006).

In early 2008, a "telco" American called Comcast suffered a tremendous punishment to be in the lowest part of the Customer Satisfaction Index in the U.S., a study that monitors the opinions of more than 200 American companies (Spangler, 2010).

Comcast became known for their bad business practices and poor customer ...