For years, Comcast has been giving its employees special cards to hand out to customers who had a negative or unpleasant experience that is unresolved. Once called Make It Right cards and recently rebranded as Were On It cards, the cards are printed with a unique ID number and a no wait hotline that connects to a dedicated team of 250 customer service agents. Comcast handles more than a million customer interactions a day, according to the company, which means a lot of angry customers if even a tiny fraction of them go wrong. Despite our best efforts, sometimes we dont get it exactly right, Tom Karinshak, senior vice president of customer experience, wrote in a note to employees.
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