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» Why Take the Abuse? from CustomersAreAlways
Valeria Maltoni of Conversation Agent shares her Comcast woes over at the Fast Company Blog - a scene that many of us are pretty familiar with. Being bounced around from department to department, pushy sales people trying to sell you... [Read More]

» Truly great content doesn't require formal training or popular keywords -- Part Deux from Squint (a Lightpierce Communication Channel)
In a follow-up to yesterdays post, just as the passengers who fly with Captain Flanagan experience the best of content with United, Valeria Maltoni experienced the keywords of Comcast. Content trumps keywords as actions trump words each and ever... [Read More]

Comments

Terry:

What a gift on a Friday seeing the glass half full here! Thank you for visiting. Yes, and in my points I stressed that I do know how complicated it can be to manage a large organization, I have worked in several.

The story came together because of how silly the request was and how easy it would have been for someone to follow through with it the first time around, or the second.

I received a call from Comcast corporate yesterday and I have not had the chance to call back. They are listening, and that is good. Thank you again for taking the time to comment.

Valeria, as an executive for a service company (but a small, family owned one, thank goodness) I can assure you that not all such companies treat customers as one of the inconveniences of the business. They are our reason for being, and we're striving to create a company culture that deeply understands that. That's not an easy task, and I can only imagine the difficulty in doing it in a company with 100,000 employees.

PS: I can't live without my cable modem, and (knock on wood) I've never had a service issue in 7 years

All the best!

Hi Skellie,

Of course I remember you. Your blog is filled with great advice and good writing! And you are on a dial up, wow, I am impressed. I canceled mine with AT&T and had to pay only one month above my usage.

As soon as I switched I could tell the difference. Alas, I have an older computer, which I'm planning to replace soon with a brand new Apple desktop, so often my work slows down due to the PC.

Definitely I can get a lot more done in an evening, when I blog.

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