Search Vendors Learn From Comcast Sales Rep
August 19, 2014
Ryan Block experienced horrible customer service while trying to disconnect his Internet with Comcast. Prior to his experience, Comcast had a horrible reputation when it came to customer service and Block’s cancelation attempt brings to light an ongoing problem within the company. TechDirt comments on the situation in the article: “Behind The Veil: Comcast Techs Detail How Customer Service Is Really All Just ‘Sales.’”
The article reposts stories from The Verge where current and former employees confess their customer service stories. Their accounts amount to call center nightmares, stress, and Comcast’s drive to sell, sell, and sell! Comcast is definitely going to have future troubles.
“The question that arises with this kind of thing, particularly with Comcast operating a multi-tiered group of call centers, some outsourced, some not, is whether the company has become too unwieldy to actually meet customer requests. It’s fine for a company to work to retain customers, but that’s typically done by providing great service, not irritating the shit out of anyone who doesn’t think your company’s poop doesn’t stink. Far from too big to fail, Comcast, recently in massive merger discussions, may be getting too big to succeed.”
We’ll leave comments on illegal monopolies for another article, but this brings to mind what search vendors can take from this situation. Poor customer service equals poor client retention and fewer sales. It does not take long for customer complaints to go viral on the Internet, making reputation even more important. Search vendors offer numerous solutions to help with customer support and their products can improve a customer’s experience. Now would be a good time for search vendors to market their customer service products.
Whitney Grace, August 19, 2014
Sponsored by ArnoldIT.com, developer of Augmentext
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