Comcast is listening…

Comcast has a department to monitor online complaining.

Comcast says the online outreach is part of a larger effort to revamp its customer service. In just about five months, Mr. Eliason, whose job redefines customer service, has reached out to well over 1,000 customers online.

Lyza Gardner, a vice president at a Web development company in Portland, Ore., used Twitter to vent about a $183 cable bill last month. The bill was prorated for almost two months of service. Her comment — “very angry at Comcast” — set off Mr. Eliason’s search tool, prompting him to type out his typical reply: “Can I help?” The response caught Ms. Gardner off guard.

“It’s one thing to spit vitriol about a company when they can’t hear you,” she said in an interview. It’s another, she said, when the company replies. “I immediately backed down and softened my tone when I knew I was talking to a real person.”

The fact that they actually (more or less) instantly respond and start a conversation with you is GREAT. More companies should do this.

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