It’s a privilege to have customers use our products and to have them invite us into their homes. Each and every customer deserves to be treated with respect, and in a recent situation with a customer in Spokane that clearly didn’t happen.
We have apologized to our customer for this unacceptable situation and addressed it directly with the employee who will no longer be working on behalf of Comcast. We're also looking at a number of technical solutions that would prevent it from happening moving forward.
We took this opportunity to reinforce with each employee just how important respect is to our culture. In every interaction we have with a customer, we need to show them respect, patience, and enthusiasm to provide them with an excellent experience.
The culture of a company is the collective habits of its people – we have great people at Comcast and we need to treat customers with the respect they deserve. Respect is not just how we speak with customers, but also respect for their time and making it much easier for them to interact with us ... whether it's solving a problem, ordering service or simply asking a question.
We're working hard to transform the customer experience and all of our employees play an important role in making that happen. We'll take every opportunity to learn from our mistakes and fix issues to make their experience better.