comcast’s “secret weapon”

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I can’t say enough about the quality of service extended by Mark Casem of Comcast Corp’s National Customer Operations. In my professional life I had worked several positions in the service sector, first as a store salesperson and department manager, then as a health insurance customer service rep, and then in the airline industry in personnel as benefits supervisor. While the jobs could be tiresome and tedious some days, what job isn’t, the gratitude of those I helped gave me satisfaction. And what remains with me to this day is the desire to make a difference in someone else’s day…for the better. I’m hopeful I’m succeeding, in small part, with hugmamma’s mind, body and soul.

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My husband and I both worked in the airline industry, which also requires public service. Airline employees today will agree, especially in the current economy, that their job security is dependent upon great customer service. Of course the range of quality is across the board, running the gamut from heavenly, like Singapore Airlines, to almost nonexistent in some of the larger carriers. My personal preference is Southwest who’s somewhere in the middle. But because their air fares are usually favorable, and their boarding procedures are quick, I would rank them a little higher. As a result I’ve not traveled on Delta or American in many years, and I can’t remember when I last flew United. Customer service is as important a consideration for me, as are prices and product. Jerk me around long enough and I will go elsewhere. Not a threat, just a fact.

I meet a lot of great people who service the public in restaurants, retail shops, banks, medical establishments, and other businesses, but a gem like Mark Casem is the proverbial “needle in a haystack.” But once found, he remains on hand, desiring to serve “above and beyond.” Lucky Comcast. Lucky me.

One Response to and the award goes to…

ComcastMark says:

June 28, 2011 at 10:44 AM (Edit)

Hello Hugmamma! I am happy to come across your blog again! I am glad to know this was addressed with the help of Mike. Mike Cardone is on of my colleagues (he works the later shift after I leave).

I will share your daughter’s experience again to my contacts to make sure that they are all addressed and resolved. I am sorry that your daughter’s request was not accommodated the first time she called. I agree with you, (we) should have tried harder in meeting your daughter’s request.

As always, we are here to help if you need more help in the future.

Mark Casem
Comcast Corp.
National Customer Operations
We_can_help@cable.comcast.com