Comcast Cable Chief Promises Customer Service Will “Be Our Best Product.” Really.

Comcast CEO Neil Smit told a panel at the International CES conference that customer service would soon be the company's best product.

Comcast CEO Neil Smit told a panel at the International CES conference that customer service would soon be the company’s best product.

Comcast is reigning Worst Company in America champion for a reason: we’ve seen story after story after story where consumers have struggled just to get basic service from the company. But Comcast cable head Neil Smit was confident (or delusional) when he told a panel at the International CES that customer service would soon be the best product to come from the company.

Smit told the audience at a “Fast Innovation” panel Wednesday afternoon that Comcast is on the way to a complete customer service turnaround.

“We do need to transform our customer experience, and I think we have a lot of work to do,” Smit said, in what might be the understatement of the century. “It will take time, but we’ll get it done.”

Customer satisfaction surveys have consistently found Comcast lagging behind pretty much everyone. The most recent customer satisfaction surveys, released at the end of December, found Comcast scoring well below average in “overall satisfaction” in every area. In the 2014 American Customer Satisfaction Index, Comcast doesn’t just score in the bottom for pay-TV and broadband companies, but lowest among all companies, beaten only by their acquisition target Time Warner Cable.

To address customer satisfaction issues, Smit said, the company has already been hard at work by moving their “top product person” and putting him in charge of customer service. He was referring to senior vice president of customer experience Charlie Herrin, who the company promised in September would be on hand to fix customers’ cable experiences.

“We expect that customer service will soon be one of our best products,” Smit concluded optimistically, while we all rolled our eyes.

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  1. GoldHillDave says:

    Well, customer service attitude must come from the top down, so he’s the man who could do it. Whether he actually will is another question. My bet would be no. Happily I’ve never had to deal with Comcast but I still hope I’m wrong.

  2. SingleMaltGeek says:

    Maybe this was his way of saying that they’re not putting any money into infrastructure, and pretty soon their telecom services will suck even more epically than their customer service?

    • ShadyTrust says:

      That was my thought. Something doesn’t have to be great to be the best thing you have. It just has to suck less than the rest. Customer service can remain absolutely dreadful and still qualify as their “best” service.

  3. RupturedDuck says:

    Hmmmm. Let’s see.

    So the Comcast Chief makes his customer service spin now. When do the nominations begin for the annual Worst Company in America? After all, March Madness isn’t too far away and maybe he’s hoping his words will dull any attempt at being nominated … again!!

    Not a chance!

    I propose Comcast be nominated again for the annual Worst Company in America.

    Anyone want to second the motion?

  4. Cheapocabra says:

    That’s not a promise, that’s a threat. If customer service is their best product, you don’t want any of their other products.