Comcast Cable

Dr. Augusto
2/24/13
RES/351

Comcast Cable We will discuss the magnitude of what poor communication skills has on Comcast. We will discuss the magnitude of what poor customer service skills on the phones and in the field has on Comcast when it comes to their new customers and existing customers. We will a solution and opportunity Comcast has to bring back old customer, keeping existing customer while making new customers by fixing their communications skills and customer service.

Comcast Cable is the nation’s largest video, high speed Internet and phone provider to residential customers. While they provide a valuable service for a massive market the corporation has a bad history of poor customer service. According to Business Insider, “Complaints include poor communication of upgrade and billing changes, lost channels for customers who didn't upgrade to digital box or digital-ready TV, long waiting time for technicians and price hikes” Lubin (2013). With competition in the market exceptional customer service is a must. According to Chron “A company with excellent customer service is more likely to get repeat business from customers. Consequently, the company will benefit with greater sales and profits. Contrarily, companies with poor customer service may lose customers, which will have a negative impact on business” Suttle (2013). Considering the high level of importance of customer service a research study will be an excellent step towards gaining success in the company. Some research questions to consider for this issue are, what changes can be made to increase customer service. What areas are lacking customer service skills the most and how can new procedure be assimilated into the company.
Knowing that overall customer service needs to be improved, identifying where in customer service to focus on will help determine how to