Friday, April 30, 2010
How does a company overcome a reputation for poor service? Comcast must be asking that question, especially since it was given the "Worst Company in America" award. The firm can't communicate itself out of this mess. It needs to show clear service improvement and then point to success. It may also be that Comcast is in a business that makes good customer service hard to achieve. People expect their cable television and internet link to work all the time without interruption of any kind. This is difficult to achieve, especially when cable lines are strung on poles and are subject to tree falls, accidents and other normal outages. No matter. The more important a company's service becomes, the higher the standard to which it is held.