Comcast's Customer Service Debacle: What We Can Learn

Comcast has made headlines in business publications around the nation over the past month; unfortunately, it’s for remarkably terrible customer service. For those who haven’t had enough daily doses of business happenings, Comcast has been ousted for some truly absurd customer interactions.

Here's what happened:

In one viral instance, (the semi) well-known former Engadget Editor Ryan Block recorded being belittled and harassed during an attempt to cancel his service. A report by CNN Money mentioned another instance when former Comcast customer Tim Davis was told a clearly improper charge on his account simply couldn’t be reversed.

None, however, were as bad as Chicago photographer Aaron Spain’s experience, when he recorded himself being placed on hold for three hours when calling to cancel his service. Not only is the customer service terrible, this debacle just happens to be taking place merely weeks before an expected merge with Time Warner Cable. Ouch.

We We Learned as Virtual CFOs

As a virtual CFO and virtual accounting group, there are two valuable lessons the VAST team has taken away from Comcast’s unexcusable customer service.

The first lesson is that regardless of the industry and no matter how long a business has been in operation, the customer still always comes first. In our case, our virtual accounting services exist to make our clients' lives easier, giving them the superb accounting services regardless or their location.

The second lesson to be learned is to continue working as a team and never settle for "good enough." Learning new techniques, embracing new technology and consistently raising the standards of our business is encouraged around our workplace. Also, we want departments that are interdependent to still be informed on the services provided by other departments. Nobody can say whether or not providing a better overall service would have prevented customers from canceling their service with Comcast for sure; however, this entire debacle may have been prevented if Comcast aimed to increase the standards of their company and continue to offer better and better services to their clients.

Around VAST, we believe in working to be the best company our clients have ever worked with, and if we acted as cable providers (which we don't), we'd have the same belief because it's at the root of who we are.