You can check out any time you’d like, but you can never… well, you know the song. (credit: Aurich Lawson)
Comcast and Charter yesterday told US senators how they’re trying to fix their poorly rated customer service. Executives from the nation’s two largest cable companies testified in a hearing in response to a Senate investigation detailing the industry’s shortcomings.
Comcast Cable Senior VP of Customer Service Tom Karinshak detailed some customer service initiatives, mostly ones that are already in progress. Transcripts of the companies’ testimony along with Senate investigative reports are available here. AT&T (owner of DirecTV) and Dish also testified.
“At Comcast, we understand why we are here,” Karinshak said. “We and the industry as a whole have not always made customer service the high priority it should have been. We regret that history and have committed to our customers that we will lead the way with initiatives to change it; we are committed to making every part of our customers’ experience better, and we have already begun to do so.”
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Source: Ars Technica – How Comcast and Charter are trying to fix their awful customer service