Reply this experiences, explaining your ideas about how the situation could have been improved by the service provider or the company. Also answer the following in your REPLY:
1. Could a proactive approach have been used? If so, what? 
2. If not, how could customer loyalty be reestablished despite a negative experience?

 

A time when I have been frustrated or dissatisfied with service received from a customer service provider would be every time I have to deal with a customer serviced representative from Xfinity. I started service with Comcast in 2002 and stayed with them when they switched to Xfinity. For me, they have always been a hassle to deal with. When I first started using their service, they had yearly contracts and I would have to find new promotions every year which was ridiculous. Now they have it every two years which is a little better, but still ridiculous. Every time a contract ends and I get a new promotion, I usually either end up paying more or I get less service than previously.

                On top of that, I constantly have problems with my internet service. I pay for one of the higher internet packages and expect to have a good connection. That is not always the case though. If two people are watching streaming services like Netflix, Roku, Hula, Disney +, etc. at the same time, one or both TV's will lag, or one won't load. In addition, it seems like every one to two months my devices lose connectivity to the internet. Every time I speak with a representative on the phone, I get the same response. They always say to restart my router and if that doesn't work to restart my modem. They are continuously trying to sell me new routers and modems all the time when they should last for many years.

One of the biggest reasons speaking with Xfinity customer service representatives has a negative impact on me is because I feel like their customer service employees hate their job. They are impatient, rude, and have no real knowledge on how to deal with customers unless they are helping them setup a new service. For being such an important service provider to the community, I would think they would have better training. It's astounding how a company can be in business for so long with poor service. The only positive change was changing the contracts from one year to two years. It just goes to show when there isn't a lot of competition in an area like internet service, companies don't have to worry about customer satisfaction because there isn't really anywhere else for them to go to get service.