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# How Comcast Plans To Fix Its Failed Customer Service

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<!-- video src="https://cdn.jwplayer.com/manifests/ecArkK8K.m3u8" -->
## Video: How Comcast Plans To Fix Its Failed Customer Service

[Watch (HLS stream): How Comcast Plans To Fix Its Failed Customer Service](https://cdn.jwplayer.com/manifests/ecArkK8K.m3u8) (1:52)

![How Comcast Plans To Fix Its Failed Customer Service](https://cdn.jwplayer.com/v2/media/ecArkK8K/poster.jpg?width=720)

_Published 2015-05-06. Comcast has revealed a multi-year plan to fix its customer service problems. The company will hire more workers, provide more training and more._


---

Jul 27, 2023 6:13 PM UTC

---

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---


## Transcript

[ MUSIC ] We've got to get the customer experience down. We've got to make that our best product. In all cases we're not easy to do business with. Hot on the heels of its failed merger with Time Warner Cable, Comcast is taking a different approach to bolster its business. The company says it wants to fix its customer service problem by creating a culture focused on exceeding customer's expectations. Creating that culture starts by hiring more than 2, 000 people to staff customer support centers in New Mexico, Washington and Arizona. All told, Comcast says it plans to create 5, 500 new jobs geared toward customer service improvements.

And you may remember Comcast launched a trial in late 2014 that let some customers track technicians in real time. Comcast is taking the service nationwide and says its technicians will strive to never be late to an appointment. If the technician is late, customers receive an automatic $ 20 credit to their account. The teams like quite the turnaround for a company that's notorious for its poor customer service. Twice in the past five years consumers awarded Comcast with it's annual Worst Company in America Award. The dishonor is based on several reader polls. So, what's changed? Well, a writer for the Verge suggests this is probably just Comcast's plan b.

If the company's mega merger plan was a way to tighten it's grip on a customer base, eliminating choice for some consumers This may be the fall back, help them learn to live with you instead and fortune positions the move as a strategy overhaul. Comcast has to rethink its strategy for long- term growth. Add to the mix the increasing choice consumers have at their disposal and you've got a company that also needs to rethink how it attracts and retains customers.

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