I’m sure we are all aware of how terrible Comcast’s customer service is. Well, they’ve come up with a solution. Social media platforms like Twitter and Facebook have become the mecca for customer complaints. For this reason, Comcast has decided to expand its social media customer service team in order to improve their reputation.
Tom Karinshak, Comcast’s head of Customer Service, said that the company is adding more people to its team as well as giving them more tools to help customers according to an article by The Huffington Post. The social media team will also be able to schedule appointments for tech visits to your home.
While Comcast thinks that this is the answer to solve their problems, I can’t help but to think that they are completely missing the issue. Instead of tackling the customer service side of things, they should work on fixing the service, which is honestly the root of the problem.
Comcast expanding its social media team is like them saying, “We know your mad at us but here’s some candy.” They are avoiding the problem and are oblivious to how they should make their customers happier—it’s definitely not by adding more people to the customer service team.
If you have Comcast, what do you think of this latest proposal and do you think it is going to help or hurt the company?