It seems a new trend is sweeping the internet – recording bad customer experiences and posting the video evidence online.
Comcast, one of the US most hated companies in the country, has hit the headlines again. Several high profile recordings of bad Comcast customer service experiences have been shared online over the last few weeks and all of them elicited public apologies from the company. However, the videos have generated some very bad publicity for Comcast.
The article cited Janet Wagner, an associate professor and director of the Center for Excellence in Service at the University of Maryland’s Smith School of Business. She said: “Recording calls is a great idea. It provides incontrovertible evidence of poor customer service.” She also said that in order for a company to change, its leaders need to be aware of bad customer experiences.
Here at Feedback Ferret, we recommend you don’t wait to find out about your customer’s poor experience via online videos! Get ahead of the game and find out what your customers think by proactively asking them at the right time in the right manner. Then deal with any issues that arise and see improvements in your satisfaction ratings as well as your business performance. See our Success Stories to find out how we can help you.
Read and watch the full article here: