Comcast Hopes New Xfinity Stores Change Customer Service Conversation
It’s no huge secret that cable-phone-and-internet provider Comcast has a pretty pathetic reputation when it comes to their customer service. If you haven’t been a victim yourself of the long wait times and lack of effective solutions, all you need to do is take a quick glace at the latest American Customer Satisfaction Index (most recently updated in June 2015) which says “Comcast … lower[s] the bar” when it comes to customer service—something they’ve done for a number of years in a row.
Despite the pitiful rankings, the company is trying to shed that image of being a not-customer-friendly group. Their main method of converting disgruntled customers into happy subscribers is through a new in-store experience—a tactic that other service providers and retailers alike may be able to learn a thing or two from.
Typically, an in-store experience with Comcast involves getting a ticket (a la, your local deli counter or DMV—already off to a bad start), waiting in line for your number to be called, then walking up to a counter where a sheet of glass separates you from the customer service rep sitting on the other side (similar to a prison visit I’m assuming, minus having to pick up a phone to speak to the person on the other side). Dreadful.