On episode 56 of The Beyond Social Media Show, we discussed the worst social media case of the week: Comcast’s customer service. It’s so awful that it’s gone viral – again!
This week, a hapless Comcast rep spent 12 minutes refusing to cancel a customer’s service. The customer recorded the call and, since then, more than 4 million people have listened to the tape.
The rep’s performance topped even the infamous 2006 viral incident when a Comcast rep fell asleep on customer’s couch while waiting on hold to talk to his own company.
Comcast is only #6 on the most hated customer service list. That means there are 5 others hated even more – with Time-Warner Cable at the top of the list (no suprise there)
Could Comcast, or any big company do better? Is it possible to provide great customer service on a huge scale? Ask Zappos, or LL Bean.
B.L. OCHMAN is CEO of Maximum-Plus.com, where she produces online events via Google+ and YouTube. You’ll also find her online at:
– Twitter, YouTube, Google+, and The Beyond Social Media Show