Great news. A Comcast representative visited my home this morning and got the phone turned back on … with the same phone number we had previously. They actually offered to come out Christmas Eve or Sunday, but we preferred Monday morning.
It apparently took a bit of internal investigating to figure out what went wrong. Comcast has acknowledged a mistake was made, apologized and offered us a special rate for a year.
I work in a customer service intensive business, so I understand things can go wrong. However, every unhappy customer presents a service recovery opportunity that begins with the first contact regarding a problem.
While I wish it did not take blogs, tweets, Facebook and LinkedIn postings to get Comcast’s attention, my take-away is to question whether my customers could run into a similar level of frustration.
Through regular measurement, I know that more than 90 percent of my customers report a strong level of satisfaction. But what about the dissatisfied ones? Is there a way to measure how good we are at service recovery?
Does your business measure or monitor service recovery? Let me know how.
Something for us all to think about in the new year.
