Big Brother Is Watching... and Talking Back

Comcast redefines customer service by reaching out to bloggers
By Katherine Thompson,  Newser Staff
Posted Jul 25, 2008 8:35 AM CDT
Comcast Cable technician Julio Rodriguez changes cable connections during a digital upgrade at a customer's home in San Rafael, Calif., Friday, Feb. 15, 2008.   (AP Photo/Darryl Bush)
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(Newser) – Some bloggers who have vented online about their Comcast cable service have gotten a surprising—and, for some, a creepy—response: a reply from a customer service agent. Like a growing number of companies, Comcast monitors social network sites, public blogs, and message boards for complaints, but now it's taking the extra step of talking back. That strikes some as Big Brotherish, but others appreciate the company's proactive stance, the New York Times reports.

“It’s one thing to spit vitriol about a company when they can’t hear you,” said one angry commenter contacted by Comcast. “I immediately backed down and softened my tone when I knew I was talking to a real person.” The company, long under fire for its customer service, plans to expand its "outbound form of customer relations" over the coming months.