Comcast Parts With “A–hole” Employee

In blog post, company vice president offers another apology.

Ever wonder if Charlie Herrin has regrets?

It’s only been a few months since he took the job as Comcast’s “vice president of customer experience” — or, as we termed it at the time, the “exec in charge of making customers less ragey” — and since then, well, he’s been busy.

The latest incident? Somebody in the company branded a Washington customer an “asshole” — and sent a bill addressed  to “Asshole Brown” to their house. Not kosher.

In a blog post today, Herrin reveals that the employee responsible for the branding, ahem, will no longer be working on behalf of Comcast, which sounds a little bit like when your parents told you your pet collie went to live “in the country.”

Anyway, here is Herrin’s entire post:

It’s a privilege to have customers use our products and to have them invite us into their homes.  Each and every customer deserves to be treated with respect, and in a recent situation with a customer in Spokane that clearly didn’t happen.

We have apologized to our customer for this unacceptable situation and addressed it directly with the employee who will no longer be working on behalf of Comcast.  We’re also looking at a number of technical solutions that would prevent it from happening moving forward.

We took this opportunity to reinforce with each employee just how important respect is to our culture.  In every interaction we have with a customer, we need to show them respect, patience, and enthusiasm to provide them with an excellent experience.

The culture of a company is the collective habits of its people – we have great people at Comcast and we need to treat customers with the respect they deserve.  Respect is not just how we speak with customers, but also respect for their time and making it much easier for them to interact with us … whether it’s solving a problem, ordering service or simply asking a question.

We’re working hard to transform the customer experience and all of our employees play an important role in making that happen. We’ll take every opportunity to learn from our mistakes and fix issues to make their experience better.

No word on whether the employee involved in the case resigned or was fired, but we imagine the parting of ways was inevitable once the story broke.