Twitter, Comcast and customer service done right
Posted by David | Filed under Customer Service
Occasionally I’ve I taken to my blog to vent my frustration with some service or company. I try to be fair and even handed, but when I feel like I just got taken, I have a hard time being nice.
Tonight I felt that “are you kidding me” feeling as my internet connection struggled to load any of the sites that I was hoping to read, failed to stay connected when I wanted to download a little vector file and was generally awful. I knew I would never reach customer service on the phone. It’s Saturday night, I am up late and even if I did reach a real person at Comcast, they would likely have no idea how to help me. Then I remembered the last time my service go shoddy I used Twitter to reach out for help and I had been help by @comcastcares. I thought, before I get mad/disgusted/etc. Maybe @comcastcares (Frank) can help.
A couple direct messages later I have my speed back up and Frank even went the extra mile and mentioned some things to look for on my AirPort Extreme. Tap tap tap, send. Read and repeat… happy customer. Amazing how putting the right people (knows what to do to help and is willing to do so) in the right position with something as simple as Twitter can change mad/disgusted/etc to staying up late to write a blog post on how they impressed a customer. If a big faceless company like Comcast can do this, it seem to me that all the rest of us (you) can too.
On another note, I am not sure that Twitter set out to be the direct connect tool for companies and their customers looking for help, but it ads value to Twitter in my opinion. I like that if for nothing else I know I can reach Frank!