A Transformation of Customer Service

This morning following me posting one of my articles, my internet suddenly shut off. I later learned that it was because a payment I had made over the phone had not been processed. In between me not having internet access and tweeting it via my mobile phone, @comcastcares asked me if I had my issue resolved. While it wasn’t instantaneous, it was really quick. Previously, in order to receive the phone you would have to pick up the phone and call customer service to get some help.

What Comcast has done is extremely simple but transformational.

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