Cover Story: Comcast Combats Customer Service Complaints With Software

[cablewithaview]

Can New Tools, Vigilance Improve Cable Giant’s Reputation

By Linda Haugsted -- Multichannel News, 7/12/2008 4:55:00 AM

Comcast in recent years has built an ambitious reputation on Wall Street, acquiring other companies to become the nation’s largest video provider, and rolling out digital phone service to become the fourth-largest telephone company in the U.S.

But in that time, it has built a different, negative reputation among subscribers, confirmed by independent research. It’s one the company is scrambling to erase, as customer service becomes a critical factor for consumers deciding where to spend $100 or more for an all-you-can-eat package of phone, high-speed Internet, and video services.


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