1. July 1st, 2010
To Whom It May Concern:
The purpose of this letter is to recognize Naydena Smith for providing me with exceptional
customer service on June 15, 2010 at the Comcast – Foster City, CA location.
I also want to recognize her for being able to listen to the customer, understand the situation,
research/verify, and take the necessary steps to promptly resolve the issue. Naydena was able
to resolve an erroneous billing error on my account that occurred on December 12, 2009.
During a six month span, I visited the Comcast Store in Foster City 3 times and placed over 15
calls to the Comcast customer service call centers which were to no avail. I was extremely
frustrated with the quality of customer service I was receiving from the company. The issue
was escalated to managers in several departments and 5 trouble tickets were submitted during
the course of 6 months. I received zero follow-up from any of the service representatives and it
became clear to me that instead of taking the time to research the issue; it was being passed
around from one service representative to the next.
On June 15, 2010, I walked into the Comcast Store in Foster City to remove some of my
Comcast services and to downgrade others while seeking an alternative to Comcast altogether.
Naydena took the time to properly review my account and agreed that further research was
needed. She even provided me with a copy of the email she’d sent to her superiors. The email
outlined her concerns and mine regarding the on-going issue along with the research steps
she’d taken. Naydena’s actions assured me that my issue would finally be addressed. In
addition, her customer service skills far exceeded the representatives I’d encountered on prior
occasions.
The only reason I’m with Comcast today is due to Naydena’s willingness to listen, research, and
most importantly her ability to manage my expectations, follow up, and resolve the issue. She
made me feel like a valued customer.
I find her to be an invaluable asset to her employer.
With best wishes,
Paul Tsarinsky
(510)717-6156
tsarinsky@gmail.com
Comcast Account #: 8155200410290193