Jordan Goddard was irritated when his Net access started fading in and out. It had been down for hours the day before. When his cable TV went out too, he fired up his blog.

“Dear Comcast,” the West Virginia University senior wrote. “You suck.”

When a member of Comcast Corp.’s new cyberteam called a few days later, Goddard assumed the company was threatening a lawsuit. But the worker was calling to apologize and offer help. Goddard was amazed.

“That’s

honestly the first company that contacted me like that without me going to them first,” Goddard said.

Known for ranking at or near the bottom of its industry in customer service surveys, Comcast formed a team last winter of seven employees at its Philadelphia headquarters who scour Web postings, which are public, for complaints and try to resolve them.

The effort has led some customers to view the company more positively — like Goddard. […]

Orginal post by dhiram