{"id":31,"date":"2006-06-27T09:59:39","date_gmt":"2006-06-27T14:59:39","guid":{"rendered":"http:\/\/daviddalka.com\/createvalue\/?p=31"},"modified":"2006-06-27T17:18:49","modified_gmt":"2006-06-27T22:18:49","slug":"comcast-tech-tells-story","status":"publish","type":"post","link":"https:\/\/www.daviddalka.com\/createvalue\/2006\/06\/27\/comcast-tech-tells-story\/","title":{"rendered":"Comcast Tech Tells Story"},"content":{"rendered":"

Most of you by now have no heard about the video<\/a> of the Comcast tech who fell asleep while waiting for the customer service representative. Comcast fired the tech in the video this week.<\/p>\n

Did this really cure the root cause of the customer experience problem though?<\/p>\n

This morning a Comcast tech\u00a0came to my residence to fix a problem with my cable. He was actually very nice and knew what he was doing. I asked him about his thoughts about the incident. \u00a0He said that “Oh, yeah we had a whole long meeting on that one. We were told not to sit, lean or anything.” The tech, not the first one to do so, stated that nothing is ever the fault of the customer service or dispatch area.<\/p>\n

This is a really\u00a0interesting point.<\/strong> If the call center cost center wasn’t understaffed, this whole incident never would have taken place.\u00a0Perhaps it’s the Comcast SVP of the tech call center who should be on the unemployment line, not the tech.\u00a0Comcast’s response to fire the tech shows that they just don’t get it. A better response would have been an announcement that\u00a0Comcast would hire more customer service reps across the board to address the true root cause of the problem (call hold wait time) and would make the call\u00a0cold wait\u00a0times publicly\u00a0transparent.\u00a0<\/p>\n

This whole incident\u00a0demonstrates the importance of a customer focused culture that\u00a0places a premium\u00a0on\u00a0learning, innovating and improving the client experience.<\/p>\n

Prediction:\u00a0Comcast will have another incident\u00a0similar to this again because they didn’t address the true issue.\u00a0<\/p>\n","protected":false},"excerpt":{"rendered":"

Most of you by now have no heard about the video of the Comcast tech who fell asleep while waiting for the customer service representative. Comcast fired the tech in the video this week. Did this really cure the root cause of the customer experience problem though? This morning a Comcast tech\u00a0came to my residence […]<\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_monsterinsights_skip_tracking":false,"footnotes":""},"categories":[7],"tags":[],"class_list":["post-31","post","type-post","status-publish","format-standard","hentry","category-reputation-management"],"aioseo_notices":[],"aioseo_head":"\n\t\t\n\t\n\t\n\t\n\t\n\t\n\t\t\n\t\t\n\t\t\n\t\t\n\t\t\n\t\t\n\t\t\n\t\t\n\t\t\n\t\t\n\t\t\n\t\t\n\t\t