Steering Social Media and Comcast Through a Customer Service Sea Change

Frank Eliason, Senior Director in National Care Operations for Comcast, is famous in his own right. Eliason has become the most recognizable social media customer service expert next to Tony Hsieh of Zappos. Eliason keynoted the 5th Annual IQPC Call Center Summit and spent some time with Customer Management IQ before his session.

Social media has been a winding journey for Eliason—and along his journey he managed to shift Comcast’s brand and reputation. He’s worked incredibly hard for the title of social media guru, spending six sleepless months fielding every single tweet for @comcastcares—at 2 p.m. and at 2 a.m. Keep in mind this was two years ago–a long time before Twitter was mainstream.

At Call Center Summit, IQPC’s largest East Coast customer service conference Eliason discusses the fundamental customer service shift and questions why we have forgotten the most basic tenet of customer service: to serve. Eliason reminds us we have forgotten to lead from a service perspective. Social media is another channel where we can serve—not only are we speaking to customers in their preferred channel, but simultaneously taking stress off of the call center.

Eliason anticipates a sea change in the call center industry and wants to be part of it. Eliason, a natural teacher and storyteller, unpacks social media for Customer Management IQ listeners with his comprehensible and compelling style.