Comcast Goes On Hiring Spree To Fix Embarrassingly Horrible Customer Service
Comcast is one of only two companies to be voted "Worst Company in America" multiple times, having come away with Consumerist's title in 2010 and again in 2014. The cable giant is aware that it has an image problem, one that largely stems from poor and sometimes downright horrid customers service, and it's going on a hiring spree as part of a plan to change the customer experience.
One of the core elements of Comcast's plan is to create 5,500 customer service jobs over the next few years. Comcast hopes that this investment in workers will allow the company to always be on time for customer appointments, which is more than a desire, but a goal it aims to meet by the third quarter of this year. If a technician is late for whatever reason, Comcost said it will automatically credit the customer $20, though it didn't say exactly when that policy will go into effect.
Other parts of the plan include investing in technology, simplifying the billing process, renovating hundreds of stores across the country, and better training for employees. It's an ambitious venture, to say the least, but also long overdue.
"This transformation is about shifting our mindset to be completely focused on the customer. It’s about respecting their time, being more proactive, doing what’s right, and never being satisfied with good enough," said Neil Smit, President and CEO, Comcast Cable. "We’re on a mission and everyone is committed to making this happen."
Comcast's hiring spree will kick off with the addition of three new state-of-the-art customer support centers in Albuquerque, NM; Spokane, WA; and Tucson, AZ, which will add 2,000 employees right off the bat. Comcast also plans to triple the size of its social media team to address customer complaints more quickly on Twitter, Facebook and the like, and will add 250 team members to its Xfinity Store locations around the country.
Clearly Comcast has no trouble talking the talk, but can it walk the walk? Culture changes are never easy, though at least Comcast has a detailed plan in place. Whether or not it can execute that plan remains to be seen.
One of the core elements of Comcast's plan is to create 5,500 customer service jobs over the next few years. Comcast hopes that this investment in workers will allow the company to always be on time for customer appointments, which is more than a desire, but a goal it aims to meet by the third quarter of this year. If a technician is late for whatever reason, Comcost said it will automatically credit the customer $20, though it didn't say exactly when that policy will go into effect.
Other parts of the plan include investing in technology, simplifying the billing process, renovating hundreds of stores across the country, and better training for employees. It's an ambitious venture, to say the least, but also long overdue.
"This transformation is about shifting our mindset to be completely focused on the customer. It’s about respecting their time, being more proactive, doing what’s right, and never being satisfied with good enough," said Neil Smit, President and CEO, Comcast Cable. "We’re on a mission and everyone is committed to making this happen."
Comcast's hiring spree will kick off with the addition of three new state-of-the-art customer support centers in Albuquerque, NM; Spokane, WA; and Tucson, AZ, which will add 2,000 employees right off the bat. Comcast also plans to triple the size of its social media team to address customer complaints more quickly on Twitter, Facebook and the like, and will add 250 team members to its Xfinity Store locations around the country.
Clearly Comcast has no trouble talking the talk, but can it walk the walk? Culture changes are never easy, though at least Comcast has a detailed plan in place. Whether or not it can execute that plan remains to be seen.
