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Mona Shaw - The "Comcast Hammer Lady"
Up to 60 percent of callers to America’s big telecom companies experience rage when their calls go unanswered, their problems go unresolved, or they literally cannot get past the language barrier of today’s outsourced customer service agents working half a world away.
Cable and phone companies are among the worst at delivering quality customer service, with Comcast in particular causing enough frustration to bring a Virginia woman into a local Comcast office armed with a hammer, smashing company computers to get attention.
Only credit card companies have a worse reputation.
http://www.phillipdampier.com/video/Peggy Ads.flvA compilation of six different “Peggy” Ads from Discover Card lampoon poor customer service among many credit card companies (2 minutes)
Unconscious Comcast employee
“When we call, what we want is ‘yes’ — that’s it,” says Emily Yellin, author of the book Your Call Is (not that) Important to Us, chronicling corporate America’s quest for cheaper customer service, usually alienating customers along the way.
Too often, American hear “no” or nothing at all, thanks to customer service representatives that lack the authority to solve problems or simply don’t care.
For many years, customers either took it or left. But the Internet has changed everything, allowing customers to take their complaints to a wider audience, often embarrassing bad acting companies and creating tremendous damage to corporate reputations along the way.
An infamous example was the case of the Comcast employee who literally fell asleep waiting more than an hour to talk to co-workers about a customer’s problem. A video of the sleeping worker became an online sensation.
Women like Mona Shaw, dubbed the Comcast Hammer Lady, also come away as folk heroes when customers can relate to the level of frustration she experienced from a company that only cared if she was a few days late paying her cable bill.
http://www.phillipdampier.com/video/CBS News Combating Poor Customer Service 11-14-10.flv CBS News took an in-depth look into the customer service crisis — starting with Comcast. (8 minutes)
Other stories of interest:
- Shaw Cable Technical Support Wants to Know If You’re Alone or Not
- Broadband War Zone: Getting Down ‘n Dirty in Philly
- Damaging Your Credit Scores: Cable & Phone Companies Pull Credit Reports on Customers
- EPB’s 1Gbps Service Embarrasses Big Telecom; Who Are the Real Innovators?
- Mid-America Apartment Renters in Memphis Now Forced Into Mandatory Comcast Cable Service
