Imagine that you’re enjoying a meal with a friend in a restaurant. ?Your friend is nice and charming to you. ?But when dealing with the server, he or she suddenly becomes quite rude and demanding. ?You have a front row seat for the behavior change and you find it quite unnerving.
A lot of companies are the same when when it comes to customer service. ?Recently I had to switch out some cable equipment with Comcast. ?The people I talked to on the phone were great. ?They were helpful and apologetic about the situation. ?Later when I went to an office to pick up my new cable box, I found the staff to be confused, unsympathetic, and not very helpful. ?The experience was duplicated at another office that I had to visit. Apparently staring blankly at a customer is part of their training.
It’s too bad that Comcast can’t get its customer service messaging to be more consistent. ?The person who handles the phone operators has done a great job. ?The office training is poor. ?Too bad customers end up getting a mixed message.
