Steve Hackley and the Customer Guarantee
Recently I hit the road, video cameras in tow, to chat with some folks out in the real world. On my first stop I sat down with Steve Hackley, our SVP of the Greater Boston Region and Comcast Voices blogger, to chat about the Customer Guarantee.
The Customer Guarantee, in a nutshell, is our written promise that we’re holding ourselves accountable for providing you with a consistently positive experience. All of our products have a 30-day money-back guarantee, we respect your home and your time, and if we miss a scheduled appointment time you’ll get a $20 credit to your account. You can read all about the Customer Guarantee here (and check out some more videos here).
Steve has been involved with the Guarantee from the start, so it made perfect sense for us to chat about what the Guarantee is, how people are reacting to it, and what the future holds for the Customer Guarantee. Check out the video for the interview, and be sure to get more information about the Customer Guarantee.
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Comments (3)
I recently spent several days going around in circles with Customer Care in an attempt to get my phone and internet serviced restored in a timely manner. My impression was that the operators and technicians were as good as can be expected; certainly no worse than in any other large company. The operators were instructed to remind customers that if they are surveyed, the questions would be about about the operators, and about them only. When the automated "customer satisfaction survey" arrives the carefully-selected questions ask the customer to rate the professionalism of the operator or technician, and whether the technician showed up within the time period decided by Comcast. Nothing else.
It seems pointless for the customer to blame an operator for following a script, or a technician who can only show up when he's told to do so. This survey avoids asking customers if they were satisfied with the whole experience, whether service was prompt and what their opinion of Comcast is. Convenient if the intent is to show improvement in customer satisfaction while avoiding hearing what customers really think. This is why I decided to post here. I am another extremely dissatisfied customer. I'll skip the details of every annoyance endured due to ill thought-out policies (such as being subjected to an endlessly repeated, horribly annoying jingle whilst waiting on hold) and reduce my dissatisfaction to the core reason:
I have spent five days, made countless phone calls, been transferred and kept on hold dozens of times (that jingle!) yet I was not able to reach a single Comcast representative who would help and had the means and/or the authority to do so. (Details available upon request.)
I would like an explanation as to why this happened. Was I being unreasonable? Did the operators drop the ball? Or was it the result of the policies Comcast has in place? Last week I e-mailed customer service all the details but have yet to receive a reply or even an apology.
Very informative. Just one question. Is Steve's shirt navy or emerald?
I would like to suggest that anyone that works in Customer Service on any level, take a
few minutes and review the types of posts we see daily in the Customer
Service & Billing Forums of the Comcast Help Forums.
It might prove to be enlightning.