The title “A Cable Company People Don’t Hate” was unbelievable so I decided to click through and find out why.
According to research from J.D. Powers and Associates, Cox Cable does a better job at serving their phone customers than the “phone company”.
As cable services go an industry analyst said “Cox customers don’t actually hate them, and that is saying something for a cable company”. I guess it’s a case of praising by faint damning as opposed to damning with faint praise.
Here’s how they do it:
What is Cox’s advantage? It uses one customer-care provider, with U.S.-based centers. Rather than pushing agents to hurry customers off the phone and causing multiple call-backs, Cox strives to handle issues in a single call and grades reps on how well they eliminate problems. To avoid confusion, field technicians tap into the same system used by call-center reps. Cox has even started a “geek squad” to help customers with tech issues, whether they involve its gear or not.
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