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Remember the Comcast customer service phone call that went viral this summer, where a representative of the cable giant aggressively stonewalled a canceling customer? So does Comcast CEO Brian Roberts.
"I was embarrassed and disappointed when I heard it," Roberts told Mashable during a Q&A with reporters in San Francisco Wednesday. "But then my wife said, 'We're going to be a better company for it.' It was a teachable moment for employees."
Roberts, who took over Comcast from his father in 2002, still insists that the call represented a minority of customer experiences — "When you have 250 million phone calls a year," he said, "you're going to have mistakes." But at the same time, he deputized executive Charlie Herrin as the new "head of customer experience." Read more...
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