Comcast Corporation Customer Service
Essay by Steven Zhang • December 5, 2015 • Coursework • 301 Words (2 Pages) • 1,166 Views
Name: Min Deng
Professor: Gary W. Florkowski
October 28, 2015
Comcast Corporation is a multinational American mass media company. It is among the largest cable and broadcasting company globally in terms of revenue. Additionally it provides telephone services with commercial customers throughout the U.S as well as internationally. Comcast produces television programs and feature films purposely for exhibitions at theatres. It also has more than 200 entertainment and broadcasting channels globally. With future plans of increasing the number of locations world over the question of whether to offshore customer service jobs or to repatriate them.
The company has had a fair share of criticism especially regarding customer satisfaction. It seems the management is more interested with profitability than with satisfying the customers. The violation of net neutrality previously shows they take advantage of the private services by abusing the usage. The inadequate competition in the industry has been singled out as the main cause of this practice by Comcast. This has made Comcast to have unfair influence in negotiation agreement regarding connection speeds.
Comcast should offshore customer service jobs factoring the criticism they are facing currently. This will help shape the leadership and improve the employee relations thus offering a solution to the questionable customer services. Additionally the financial performance will be more efficient. The book value of Comcast by 2009 had doubled in the last 10 years. If the customer service is outsourced, it may even triple.
Since the company is multinational with operations in more than 200 locations globally it can start by letting customer services in foreign countries be performed by another company. This can begin as a pilot project in a few selected locations to test for the success. If successful it will mean increase in domestic investment as well as cutting wage costs. Personally, it should continue to provide customer service.
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