Brian Roberts, Comcast's CEO, was interviewed yesterday for the radio show Marketplace. The company has a reputation for poor customer service, and so at one point the host asked Roberts to respond.
His answer to why Comcast has such a bad rap: "...we have about...350 million interactions with customers a year, between phone calls and truck rolls....You get one-tenth of one percent bad experience, that's a lot of people. Unacceptable. We have to be the best service provider or in the end, this company won't be what I want it to be."
(You can listen to the full interview on the Marketplace website, without my edits for brevity.)
So his explanation for Comcast's reputation is that they have so many customers that there's always going to be some tiny fraction who get bad service.
Actually....that's not quite what he said. What he said was that if they had one customer in a thousand get...