Consistency is Key

by Julie Hall

By now, you’ve probably heard the viral recording of a Comcast customer service call that went very badly (to say the least).  Comcast’s senior vice president of customer experience has since issued an apology stating that, “The way in which our representative communicated with them is unacceptable and not consistent with how we train our customer service representatives.”

However, an internal Comcast memo was leaked this week that paints a slightly different picture.  Dave Watson, Comcast’s chief operating officer, wrote that, “The agent on this call did a lot of what we trained him and paid him – and thousands of other Retention agents – to do.”

I’m sure Comcast’s PR team helped craft the memo and most of the message points are on target—that the incident is regretful and not representative of the typical Comcast customer service experience.  But just one poorly worded line in an otherwise well-crafted statement can overwhelm the entire message.

In today’s digital world, you must assume that any communication, even if it’s intended to remain internal, will become public.  Maintaining a consistent message across all communications—internal and external—is an inherent part of any sound communications strategy.  If two of your executives are singing an evenly slightly different tune, your whole message is off key.

Category: Taking Aim Tags: , , , , , 1 Comment

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