Comcast Customer Service: Finally Seeing the Light?

Multichannel News reports that Comcast's recent efforts in improving customer service are paying off. Basically, Comcast is using customer service supervisors to train customer service representatives (CSRs), teaching improved time management, and giving CSRs authority to give customer credits and deal with issues more directly. These sound like very fundamental pieces of any common-sense customer satisfaction plan within a large organization. Bloomberg also reported that that Comcast's reputation is improving. Comcast is promoting its service efforts in the Customer Care section of its website.

Comcast has a long way to go after Consumerist readers voted it the Worst Company in America this spring. The New York Times Bucks blog recently highlighted another typical problem: Comcast CSRs who are unaware of a company policy that requires them to send written confirmation of service and billing phone call upon customer request.

What has your city seen? Is Comcast improving? Are its much-touted efforts in operational changes since 2007 helping consumers?