Well, you knew it was going to happen. Comcast has fired the cable guy who was caught on camera sleeping on the job. They fired him for delivering an “unsatisfactory customer experience.” Way to miss the point, Comcast! Sure, sleeping on the job is not the best way to instill confidence in your company’s service mojo, but he was put on hold with the home office for “over an hour” (according to the customer). What was he supposed to do while he waited for his own tech support, make balloon animals? I certainly know that I’ve been known to nod off while waiting on endless hold for you guys to talk to ME.
If you think that firing him is going to make people stop bitching on all the blogs and boards about how universally deficient your customer service is, you’re wrong, it’s only likely to increase the perception that Comcast is about as far from “Comcastic” as that coinage is from a corporate slogan that doesn’t make us want to drive a sharp No. 2 into our frontal lobes.
Give the guy a slap on the wrist, his job back, and do the honest heavy lifting that’s required to create a TRUE “satisfactory customer experience.” That starts with knowing where the problems actually are. The first step to recovery is admitting you have a problem.