Now, This Is How It’s Done…
No new reports here except to a report on the excellent service we received.
Now, This Is How It’s Done…
Not to belabor a subject but our cable and internet went out Sunday and was out for over 24 hours.
No new reports here except to a report on the excellent service we
received from Xfinity.
If you’ve ever been on hold with your cable company for what seemed like an eternity to report a problem or ask a question, then you’ll appreciate the Xfinity app that lets you request that a representative give you a call. No more talking to a computer.
Within seconds someone from Xfinity called me. What stands out to me was that the agent understood my issue of not having cable or internet.
They didn’t just give me the standard “Did you unplug your modem and router and did you unplug your box?”
An appointment was immediately scheduled for the next day.
I was surprised in the early evening when I received a call from the technician who had originally worked on my cable when we moved in. This was on a Sunday evening!!
He had been informed of my outage and wanted to make sure that I knew someone would be out the next day to fix it.
About 2 hours before my appointment I received another call from an Xfinity technician. He was in the area and could be at my house as soon as he completed his service call.
As it turns out the technician who came out was the Field Supervisor. He took charge and did not stop until the problem was resolved. While it would have been easy for him to “do what he could” then leave when the Line Technician came out, he took it upon himself to make sure that we ended up with our service restored.
This post is more about customer service than it is about not having cable or internet service.
Xfinity Customer Service…
1.Made it easy to talk to a real person with their Xfinity app
2.Showed concern by empathizing about being without service
3.Added a more personal touch by having the original technician contact me even though it was on a Sunday
4. Communicated frequently with texts and calls.
5.Did not leave me hanging. The technician took personal responsibility to make sure my service was fixed.
These tips are not limited to cable service providers but to any of us offering a service to the public.
Thank you to Xfinity/Comcast Field Ops Supervisor Lamonde Granville for excelling at customer service.
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