Read D.F.'s bio and previous columns
January 9, 2009
Comcast and the Most
Amazing Customer Service Breakthrough Ever
Some businesses improve by leaps and bounds. Some make incremental
improvement. Some are like the 35-year-old mallethead who gets a job for
the first time and says, “Hey everybody! Look at me!”
appears Comcast, our friendly neighborhood cable company, is like that.
you’ve seen the new Comcast commercials, they’re promoting an astounding
new customer service feature. It’s riveting! If, when you see it, you’re
thinking to yourself, “How can they really give us oh so much?” it only
goes to show what truly new ground they are breaking.
Here it is: You know how, when you call Comcast to order something or
ask for service, you wait on hold for an incredibly long time, and
occasionally you hear a recorded voice telling you they’ll get to you as
fast as they can? Well! Now, if you want, you can have them call you
That’s right. I can hardly believe it either. It’s almost as if – wait a
minute, it’s coming to me . . . it’s almost as if you could call
someone, and if they were busy talking to someone else, you could leave
. . . what would we call it? . . . a message, yes, a message! . .
. it might include your phone number . . . and then they could hear it
somehow, and then they could call you back!
Hey! I know! What if we made machines that could actually record these
messages? We could call them answering machines! You don’t think that
would have the potential to become obsolete technology, do you? But if
it did, we could come up with some sort of, I don’t know, digital
version of the answering machine! It could be just like e-mail, but with
talking! We could call it “voice mail.”
OK. Let’s not get ahead of ourselves. It’s the people at Comcast who are
the trailblazers, after all – not you and me.
I’m actually not sure which is funnier – the fact that Comcast only just
now had the idea to let customers leave messages and be called back, or
the fact that they actually thought this was some sort of a
customer-service breakthrough worthy of getting its own commercial.
The next thing you know, airlines will fly their planes when they say
they were going to fly them, and Starbucks will let their customers use
their wi-fi network. Oh wait, that last one has already happened.
Starbucks entered the 1990s last year.
suppose companies who have never had much expected of them in the way of
customer service can’t be blamed for producing a load of crap and
thinking to themselves, “There must be a pony in here somewhere!”
Next week: The Department of Motor Vehicles announces new offices with
air to breathe while you’re waiting in line! Sprint offers assistance
from a guy who speaks understandable English!
The advertising industry is going to be sitting pretty rolling out the
commercials to announce all this. Maybe they’ll even make a few of them
in color! Suddenly it’s as if all things are possible.
© 2009 North Star
Writers Group. May not be republished without permission.
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