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Unrelenting Comcast Rep Breaks a Commandment of Communication

 

Unrelenting Comcast Rep Breaks a Commandment of Communication

Comcast has twice been voted “The Worst Company in America” by Consumerist polls. This is not difficult to comprehend after listening to the Comcast service rep tasked to “assist” tech journalist Ryan Block with disconnecting his service.

"Tell me why you don't want faster speed," and "It sounds like you don't want to go over this information with me," were some of the highlights of the nearly 11 minute conversation in which the service rep could not fathom why Mr. Block wanted to discontinue his service.

At no point did he make an effort to listen to his costumer, which every communication professional is trained to do. Had he simply given his customer a platform to have an open discussion as to why he was cancelling his service, perhaps this call would have had a successful resolution. Maybe, just maybe, Mr. Block would have reconsidered his decision to discontinue, or at least left an opening for a future return to Comcast.

Instead, all that remains is a recording of the vocal carnage this Comcast rep left in his wake.

As communication professionals, we know our clients don’t always fulfill our wants and desires. We are aware that, at times, our clients make choices that differ from our own thoughts or beliefs. How we react next is essential. We have two options: Option 1 is to go on an 11-minute tirade as to why we won’t do what the customer has asked while not listening to a word they say. Option 2 is to give the customer an opportunity to explain their situation and why they are making a particular decision and adjust our plan accordingly.

There is little room for discussion that Option 2 is the better bet.

Communicating for a living can be far more difficult than it seems on the surface. People don’t always see eye-to-eye or agree on every decision; they may even have a profound difference of opinion in some cases. Nevertheless, it is our job to find common ground and facilitate a resolution. The service rep failed miserably in this instance and Comcast acknowledge as much in their official statement.

 

Tips for Improved Content Marketing

 
 
A recent article in Ragan’s PR Daily examined the difficulty many marketers have with content marketing. They understand the concept, but the quality of the content simply isn’t there.
 
Here are some tips from Annex Communication on how to improve the quality of your content.
 
·      Make sure the content is relevant. It’s quality over quantity. Don’t create content for the sake of creating content. Take the time to analyze whether your content matters to your audience. If you are a marketing or public relations firm that focuses on technology, for example, there isn’t a need to fill your company’s Facebook page with celebrity musings.
·      Proper grammar and no typos a must. You’d be surprised how often we notice grammatical errors and/or typos in professional writing. Take the time to proofread your content. It instantly diminishes credibility when a company distributes content with errors.
·      Share your content throughout all platforms. It may seem simplistic, but having consistency through all content platforms is essential. Share your content through your website, Facebook, Twitter, Google +, and any other social media accounts you have simultaneously.
 
Annex Communication is a full-service public relations firm based in Fort Lauderdale, FL. To inquire as to how we can assist in your PR initiatives, contact us by phone (954) 332-3688 or email.

 

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