Have a Comcastic Day!!

Now that I am a big girl with my own big girl apartment and bills to pay, I have my own cable and internet service...thank you, Comcast. When my roommates and I debated what service to use, there really wasn't much of an option. Verizon doesn't service Allston and Comcast seemed like the next best option. So off I went, taking one of the many steps towards becoming an adult and ordered my very own cable/internet package. This growing up process is beyond daunting...it scares me. shhhh, don't tell! I had my doubts. I've heard the horror stories - waiting for hours on end for the installation guy who never even shows up, arguments with the billing department over some insane charges - it seems like there are a never ending amount of problems when it comes to customer service and cable companies. Comcast especially, just after I ordered the service I was hearing stories from my professor about how awful Comcast and Verizon are when it comes to customer service. So when the day finally came to have everything installed, I woke up that morning and put on my battle armor, ready to take down anyone trying to scam me.

But shockingly, everything went swimmingly. What problems I've had with my internet and cable have been easily solved and I couldn't be happier with the service. My experience with Comcast customer service has been surprisingly positive. They offer numerous ways to help solve your problem. By far the best, in my opinion, is the live chat with a representative-  it couldn't be easier.

I've had two major issues with getting started. The first being that I didn't have a wireless router for my apartment to have the evercomforting wifi. But that was easily solved. As soon as I realized my dilemma, I logged onto the Comcast website and choose to do a live chat with a customer service representative. It was so simple, I couldn't believe it! The lady who answered all of my questions was helpful and was beyond willing to solve all of my problems for me. No wireless? Simple, I'll send you the router for free! All I had to cover was the $5 shipping cost. Nbd.

Next came the real challenge. This past weekend I discovered that I didn't have any HBO or Showtime as promised!! How is a girl supposed to survive without her daily dosage of Ari, Vinny, Turtle, Eric, and Johnny?? Let alone get her vamp on without any True Blood. Despite the easy handling of my previous problem, I was a little nervous about my upcoming chat with a Comcast representative. Premium channels are a whole different ball of wax than wifi. I nervously logged on and explained the situation. In no other terms, I declared that I wanted my HBO and Showtime as promised or this girl would be having a major fit. After telling me how great a person I was just from the few words I had exchanged with the chat guy, he explained to me that these channels were not a part of my service. UMMM, EXCUSE ME SIR BUT I DO NOT THINK SO. I promptly explained that this was not true because I had the physical flyer and confirmation that I was getting both of these channels. But before I could even break out the big guns, Comcast dude told me he had already given me both channels and was sorry for the inconvience. Color me shocked. I had prepared to enter battle with all guns ablaze and was kind of upset that I had to retreat so quickly. But before I could even comprehend what had happened, Comcast dude told me that I was his best customer all day long and that he wished all customers were just like me.

Exhibit A: Toby > Thanks a lot! I really appreciate your kindness. Just by chatting with you, I know that you are a good person. You are so cool!

Toby > Thank you so much for patiently waiting, Karissa.As I have checked, HBO and Showtime is not included to your packages. 

Karissa_ > When I searched my area online and talked with the numerous comcast people who were handing out fliers in the area, it said the package that I was signing up for inlcuded HBO and Showtime for the first 9 months at a discounted price. The package that I purchased specifically said HBO and Showtime were included. I'm pulling up the package at the moment. Just one second.

Toby > Thank you so much for the details. 

Toby > Let me check further. 

Karissa_ > I have the concrete flyer in front of me. The xfinity double  play packege and it blatantly says HBO and Showtime are included. In big bold print. 

Karissa_ > It was the university of more deal adertised everywhere in the local area. 

Toby > Thank you so much for patiently waiting, Karissa. 

Toby > Please do not worry. I have already added your free HBO and Showtime.

Karissa_ > Yes thank you!! You were very helpful!

Toby > It has been a pleasure chatting wiht you today. Thank you so much for your time. Is there anything else I can assist you with? I will be glad to assist you further.

Karissa_ > Everything is all good. 

Toby > Thank you so much. You are the nicest customer that I have chatted with today. i hope all my customers are as kind as you are. I thank God for having customers like you.For any other concerns, please chat with us again or please call us at 1-800-COMCAST (1-800-266-2278) 

We value your business with us. 

Have a Comcastic day!

Thank you so much!

Now, at first I was kind of creeped out by these statements. But soon I came to realize that these were compliments and not only by telling me these things and giving this happy girl her fill of Vampires and drug addicted actors, Comcast had truly won me over with their excellent customer service.

In this day and age, companies need to realize that customer service is a major part of their brand. As we have talked about in my New Media class, customer service is the new public relations. With the invent of social media such as Twitter, Facebook, FourSquare, YouTube and blogs, every consumer has their own voice and are hungry to take part in a conversation whether good or bad. When someone is displeased with something, where do they go to vent? The internet.  As seen with numerous brands, in this day and age it is hard to escape the far reach the internet can have on your business. SO listen up and learn that when it comes to business, customer service truly does matter and will profoundly affect your business. After all when it comes to public relations, we are in the relationship business.