Customer service woes

I work in a heavily customer service oriented business.  One of the truisms in the industry in which I work is that customers will take their money elsewhere if they feel their needs are not being met.  This holds true for many businesses; companies that treat their customer with respect and address the customer’s issues are rewarded financially.  Those that do not find themselves going bankrupt sooner or later.

I do not expect the company with which I’m doing business to hold  my hand or to coddle me; I do, however, expect a certain level of service for the money that I pay.  This is true whether I’m talking about the electric company, my phone company, or my cable/internet company.

My expectations are simple:

I expect a reasonably quick resolution to any issues that may arise.

I expect the company to have a knowledgeable staff that can address any complaints I may have.  Related to this, when I call in a complaint, I expect to be able to understand what the employee on the other end of the line is trying to say.

Most importantly, I expect the service for which I am paying to work.  Periodic outages are inevitable.  When the outages become common, I begin to suspect a lack of dedication toward the customer on the part of the company.

Comcast, since its recent takeover of Time Warner’s Houston market, has fallen flat on its face in every single one of these expectations.  While Time Warner may have been barely tolerable in the customer service department, Comcast fails to meet even my most basic expectations.  Every.  Single.  Time.

Since the takeover, my cable and internet bills have gone up while the level of service fell through the basement floor.  I have had daily outages with my internet and cable services, ranging from 5 minutes to more than four hours.  Whenever I would call to complain about the service, I would inevitably get to talk to “John” or “Mike” who could barely speak English, let alone understand it.

True to form, when a company fails to meet my expectations, I take my money elsewhere.  From what I hear from others, I am not the only one who has had it with the very shoddy customer service from Comcast.  Several friends have ditched the company and have moved on to more reliable services.  Personally, I would love to get a look at Comcast’s customer churn rate just to see how many other people have reached the end of their patience with Comcast.

As frustrated as I have been with Comcast’s service, I have never taken a hammer to their office, though I can certainly sympathize with those who have.


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