Tag Archives: customer service

Customer Service Part 3

If you read this month’s issue of Franchise Times, then I am sure you read my quote in the cover story on the need for franchisors to blog. Proof is in the pudding. I post a blog about my dissatisfaction with Comcast, and immediately I am contacted by their customer service department. How did they find the blog: POWER OF GOOGLE.

Franchisors, get your PR firms to manage a blog site for you. If Comcast can find me, contact me, and attempt to correct my dissatisfaction, then so can potential franchisees. Blogs can drive leads, and if you don’t believe me, call me and let me explain, or contact my clients and ask how it’s starting to work for them.

As for Comcast, I had a nice call with Comcast customer service today. They listened to my notes and are even following-up on another Comcast complaint I received via, well, this blog.

I will keep you posted on it. But today, start thinking about using Web 2.0 to drive sales, marketing, and branding.

Perhaps I Was Wrong

If you read my blog yesterday about advice for franchisors to avoid using the same customer service tactics as Comcast, then you obviously understand my frustration.

However, so far, I have to give it to their communications department for its follow-up.

READ THIS POST:

ComcastCares1 has left a new comment on your post “Comcast Can Teach Zors Lessons“:

I apologize for the experience we have created for you.

I would like to learn more about your experience so that I can communicate it to the appropriate departments/individuals for evaluation.

If it is not so much of a trouble, will you please send me the phone number on the account along with your best contact number?

Thank you for sharing this post and providing the opportunity to assist!

Best Regards,

Mark C.
Comcast Corp.
We_Can_Help@cable.comcast.com

I will keep you posted of the conversation, but there is a good lesson in their follow through: DO IT. If you have a good communications firm watching out for your brand, they will follow-up to all negative publicity posted. Mark C. did the right thing.

However, be careful in these situations. Mark C., who I have since emailed, has to walk the line lightly. As a blogger and with my access, if I don’t feel the problem is resolved, I could continue to write about the situation and increase my negative word-of-mouth campaign. It’s a fine line, but I applaud them for their initial reaching out. I will keep you posted as I am sure there are many more lessons to be learned about effective communications and customer service.