John DiJulius | Customer Experience Blog


Comcast renames Customer ‘A**hole Brown’; Paying less than $16 an hour not fair; you might be a bad boss
February 4, 2015, 4:33 pm
Filed under: Customer Service

Comcast at it again – Comcast had to be thrilled when 2014 came to an end, since it had one of the worst Customer Experience years to remember. However, they are starting off 2015 in similar style. Many times Customers are upset when they get their cable bill because of the unexpected charges they incurred. This time a Comcast Customer was irate when he received a bill, but it wasn’t because of the dollar amount. It was that his name was changed from Ricardo Brown to “Asshole Brown.” It appears that a Comcast employee changed Mr. Brown’s name in their system after the employee unsuccessfully tried to persuade him renew his contract. When the next bill came, his name had been changed. Making matters worse, Brown told Elliott that calls to the cable company and even a visit to a Comcast office couldn’t get the name changed. Comcast confirmed to The Huffington Post that the bill was real, and said the company was taking action. Read full story 

*Related – January CX Talk featuring interview with best selling author Rory Vaden

Paying Less than $16 per hour Not Fair – Some 5,700 Aetna employees received a substantial base-pay increase of $16 per hour because “paying them less was not fair,” says Chairman and CEO, Mark Bertolini. “Here we are, a Fortune 50 company, and we’re about to put these people into poverty, and I just didn’t think it was fair.” Bertolini says it is time for a paradigm shift in corporate America and his company is leading the charge. “We’re going to invest in them. We’re going to give them all a chance. We’re going to educate them into a new way, but we needed to engage them first,” he said. “That population was too worried about whether or not they could put food on the table, whether or not they could afford health insurance.” Bertolini explains, “We’ve sort of destroyed business after business in this country by looking at spreadsheets with numbers we call truth.” Instead, enterprises should consider both the hard and soft benefits that come with wage and benefit increases, including savings from lower turnover costs. Aetna spends about $120 million in expenses associated with rehiring and retraining each year, he said. 

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