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January 30, 2015
Comcast Strikes (Out) Again
 
What is it about Comcast in relational terms? You have to wonder. The last time we wrote about the cable service provider, last September, it had named a senior vice president for customer service, Charlie Herrin. He would be “roaming across the cable giant to ‘reimagine the customer experience,’” a process, we were advised, that “may take a few years." True enough, it seems.

We now learn from syracuse.com that somebody at Comcast just “sent a customer a bill with his name changed to an offensive word and apologized.” Really apologized, in the form of “a full refund for the past two years of service.”

What was the problem? “Comcast admitted it sent a customer a bill with his name changed to an offensive word” – “A…hole Brown”. Can you believe it? Charlie Herrin must have gotten stuck in an elevator on his way to approving a new customer relations training program. In any day or age, this would be an incredible relational happening.

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Doug Bedell has a background in journalism and PR and is the owner of Resource Relations LLC in Central PA, focusing on organizational and crisis communication. He’s the community manager of SimplyFair.net, a social network on fairness. On the Web, Doug’s at www.ResourceRelations.com. On Twitter, he’s @DougBeetle.
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