It was like a slow motion train wreck and I knew exactly how it was going to end. As in, “not good”.
Except I was completely wrong.
This morning I was getting gas at the neighborhood Speedway and as I was finishing up, a man, probably in his mid to late 60’s, walked up to the driver of the Comcast service van in the next bay.
“Hello, I’m a Comcast customer. My remote doesn’t work! I was wondering if you could help.”
At that point, my heart sank a bit, knowing that this man was going to be sent home to call the 800 number, the dreaded 800 number that none of us really want to call.
I couldn’t completely understand the latter part of the conversation, but the next thing I know, the man is walking back to his car, brand new remote in hand, smiling ear to ear. The Comcast driver shouted, “the instructions are in the box”. The customer thanked him profusely.
This is the same Comcast that, in 2008, was rated as one of the worst companies for customer service.
I still can’t believe it. A random act of customer service from Comcast. The same Comcast that has inspired the well known blog Comcast Must Die.
Maybe things are getting better in the world of customer service?
Doesn’t square with most of what I observe, but it does illustrate this:
Any positive effort by any one person at any point in time is meaningful.
Authors bio is coming up shortly.