Introduction
Comcast is a well-known cable and communications company that was founded in Tupelo, Mississippi in 1963 by Ralph Roberts. Ralph Roberts purchased American Cable Systems and acquired 1,200 cable subscribers and renamed the company to Comcast. In 1963, Comcast was a single system cable company and now Comcast is a multi-million dollar cable, Internet and telecommunications company that is yet, still growing. Comcast has recently joined with NBC Universal and both companies have merged as one. Comcast currently has 21.6 million subscribers and after the acquisition of Time Warner Cable Company, Comcast is projected to have over 30 million subscribers. Comcast is currently earing 65 billion dollars a year. Therefore, Comcast is one…show more content… One of Comcast’s major problems lies within the Customer Service department. According to the Entrepreneur website, customer service is defined as “ the degree of assistance and courtesy granted those who patronize a business” (Entrepreneur). The Business Dictionary defines customer service as, “All interactions between a customer and a product provider at the time of sale, and there after. Customer service adds value to a product and builds enduring relationship” (Business Dictionary). Therefore, customer service can be seen as the bridge between the company and the customers. If a customer receives bad customer service from a company they will be less comfortable with spending their money with the company. If and individual decides to stop spending money with the company, the company then loses money which can have a negative effect on the companies finances. In a situation where a customer leaves a company due to bad customer service, the company reputation suffers as well. Most products sell via word of mouth. If a customer is spreading stories on a bad experience with a company, other people will be less willing to spend their money with the company as well. Customers will spend their money where they feel valued. It is important for companies to provide value for their customers. Similar to other…show more content… Ryan Block called into Comcast with a simple request. He wanted to cancel his services. Ryan Block ended up having a back and forth conversation with a customer service representative that lasted twenty minutes and his request to cancel services were never fulfilled. Ryan Block then placed an audio of the conversation on Sound Cloud for the world to hear the poor customer service Block had received. In the clip, the Comcast customer service representative continued to ignore Ryan Block’s request to cancel his service. Instead, he badgered Block on why he does not want to keep the fastest Internet service anyone has to offer. Meg Marco, and editor for the Consumerist website provided a transcript of the conversation between Ryan Block and the Comcast customer service representative (Marco, 2014). A snippet of the conversation goes like