Way to go Comcast! Now that’s Customer Service!
Yesterday I posted my letter to UPS and Comcast about having to play delivery boy for them.(See previous post) I shared it on Twitter, Facebook and LinkIn land.
Within minutes the Twitter patrol at both companies responded.
But that’s where the similarity stopped.
The folks at Comcast were genuinely interested in my experience. Mark Casem aka, The Comcast Twitter Dude @comcastbill, was determined to get my thoughts and comments to the right person/people. He reached out to me and within a few hours I heard from Roger Falis at Comcast who was apologetic for what I had experienced, acknowledged that their processes needed to be reviewed, and THANKED ME for playing delivery boy. He remarked that I didn’t have to do that, but was very appreciative. I’m even getting a little prize.
And the folks at UPS?…………….
Well I got a response on twitter and then some platitude-ridden-canned-email response about training and if my issue was not resolved I should let them know and they would have someone from management get in touch with me? Hey Katrina, I already got in touch with you. Maybe you folks can take a lesson from the Comcast Playbook……where the heck is my thank you for delivering the goods?
Let’s face it….Everyone has had good and bad experiences with companies. But yesterday I saw response time and action that deserves recognition. Comcast, I tip my beanie to you today. You done good. If I was an employee of Comcast I would be proud knowing how fast your team responded and recognized your process failed. Congratulations Mark, Roger and whoever else was involved!
And when I ship my books later this week I’ll be using FEDEX or the US Postal Service.
