NEW YORK – Comcast is adding more social media representatives as it tries to work on its reputation for inefficient, unresponsive or just plain rude customer service.
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It is tripling the size of its social media team to 60, and could expand on that. That's just a tiny percentage of the thousands of customer service people it has — answering people faster on Twitter and Facebook is part of an overall push to improve customer service.
The country's biggest cable provider is promoting the effort as regulators review Comcast's $45 billion deal to buy the No. 2 cable company, Time Warner Cable.
Tom Karinshak, the senior vice president of customer service for Comcast Cable, says there's a "multiyear road map" to fix problems, and Comcast "still has a lot of work left to do."