Comcast’s Answer to #PRFail: More Social Media!

No need for customer service training skills...

comcastICYMI: Comcast doesn’t do so well with customer service.

In fact, a survey released today by Temkin Group found that “Comcast for TV” received the very worst ratings among consumers recalling their poor customer service experiences.

From renaming a customer with potty-mouth terms to cashing old ladies’ rent checks, the cable company and #PRFail go together like peanut butter and jelly, Los Angeles and plastic surgery, or a Kardashian and a TV camera. The powers-that-be finally got the memo and have decided to do something about it — hire more people for the social media team.

In fact, the company plans to triple the number of people on its social media service team who will be responsible for addressing customer problems as soon as they pop up.

According to a blog post by Tom Karinshak, Senior Vice President, Customer Service, Comcast Cable, these “social care specialists” will help Comcast “to support customers across more platforms…and faster.”

Maybe that means avoiding typos like this one:

The Comcast Keystone Cops will be charged with answering the questions and complaints of Comcast customers via Twitter, Facebook and other social media platforms.

Of course, this team needs to come up with a different way to deal with people who choose to cancel their service altogether.

We hear past reps tended to get a little territorial.

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