After a long hiatus from Internet blogging and other activities, with pushing from Ryan coupled with ever growing technologies making it more tolerable and finally after being pissed off to the point of action, I am going to be getting more active online again. So, with much gratitude to my family, friends, medical care team, speak-and-type technology, and to the Comcast Customer Care Fails for getting me to a level of pissificity rarely reached in my 40-plus years I intend to put some vigor back into my previous vitality and vinegar back into my prior restraint. That’s not to say that I still do not subscribe to being professional, patient, persistent, polite, protocol, and the like … but sometimes you gotta be willing to tell ‘em to go to hell too!
I don’t fancy myself some kind of underdog champion prize fighter by no means, but done wrong, backed into a corner and given no other option, I will come out swinging until one of us is exhausted or dead. One of my favorite NCO’s in the Army, 1SG Perry, called me his bulldog because when given an issue to work or advocate on behalf of a soldier, I wouldn’t let go of it until it was completely dead. I was a great human resources NCO, not because I had a photographic memory for regulations or was the smartest, but because I gave a damn. I didn’t go to seminars to memorize specialized BS psycho babble terms in fake attempts to show sympathy and empathy with customers while giving them the run around and no help or answers. I learned my job and even the jobs of others so that neither I nor my soldiers couldn’t be given BS answers and therefore get faster resolution, better services and overall reach greater efficacy levels in cohesion, production, retention, and the list easily goes on!
So why don’t more people have that attitude? Apathy! Why is apathy so rampant in the workplace? Apathy is infectious! However, apathy can be avoided, reversed and even eradicated from the workplace if a company truly fosters a healthy environment where rhetoric and reality at least attempt to meet. Huh? Companies like Comcast cable talk a good game in the public relations about their customer service commitments, customer service guarantees, on-time appointments, customer relationship management and the rhetoric goes on. But here’s a reality check, Comcast: How much CRM money are you wasting when you aggravate (piss off!) your customers by asking for the same information time and time again when they are prompted for it by the automated answering service, then asked again by a representative, then if transferred that information is not transferred to the next rep as the customer now gets to give her information all over again to another person – well done. How much did that cost you to piss off all those people?
That is just a small case in point that I bring up. I’m picking on Comcast because they recently picked on me, so to speak, and it’s reanimated my need to get off my duff and get myself and others talking again. Please join me and others over at Customers Count for a discussion about Comcast Customer Care (or that’s what they call it anyway) and other consumer advocacy issues facing us today. Thanks!