For years, Comcast has been giving its employees special cards to hand out to customers who had "a negative or unpleasant experience that is unresolved." Once called "Make It Right" cards and recently rebranded as We're On It" cards, the cards are printed with a unique ID number and a "no wait" hotline that connects to a dedicated team of 250 customer service agents. Comcast handles more than a million customer interactions a day, according to the company, which means a lot of angry customers if even a tiny fraction of them go wrong. "Despite our best efforts, sometimes we don't get it exactly right," Tom Karinshak, senior vice president of customer experience, wrote in a note to employees.
via Tech News Headlines - Yahoo News http://ift.tt/1slyKso
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