 Dillz85
join:2008-07-04
united state
kudos:1 | Comcast Does Care As a Comcast Call Center Senior Representative, I am not pleased with the poor results of surveys like this and others.
As a company, we have placed a tremendous amount of effort and thought into improving our customers’ experiences/interactions with us, and we know we need to continue to work harder to increase your satisfaction.
Our goal is to answer our subscribers questions and resolved their issues the FIRST time they contact us. We use customer feedback like this to help improve the way we deliver services and customer service.
For example, we’re:
Hiring more customer service agents and technicians than we have at any other time in our 45-year history to meet increased demand, driven by our Triple Play of video, high-speed Internet and digital voice services.
Giving our technicians new tools like laptops and handheld Windows based computers that allow them work more efficiently.
Expanding the number of morning and late evening appointments.
Increasing the number of technicians working on Saturdays and Sundays (something most satellite contractors don’t offer).
Agents now have access to a diagnostic/troubleshooting portal on their desktops allowing them to perform a remote “health check” and fix customers’ Comcast Digital Voice (CDV) and/or Comcast High-speed Internet (CHSI) service issues without ever sending a technician to a customer’s house and provide our customers with a one time resolution to their problems.
We have implemented a "Whole Home Check" service to eliminate the need for additional technician visits to the customer's home.
The "Whole Home Check" enables a technician to check, update or fix all Comcast services in the home. The technician will not leave until all of the customer’s products have been given a clean bill of health.
Our Midwest Regional Customer Escalation Team has found that most escalations were by-products of a few types of issues: missed appointments, incomplete work orders, poor customer service, and damage complaints.
The Escalation Team has identified crucial process changes that will decrease the number of customer escalations, reduce the overall quantity of escalations and ultimately improve the customers experience as a whole.
Rest assured, we DO care about you and your business and are making great strides as a company to instill that confidence in you, your familes and friends. |
| Good to hear!
I do wish you had a better system to detect outages though. When 35 separate amps were stolen from our development it took comcast CSR's 24 hours to figure out that i was not the only one with no cable.
Turns out that somone drove though our area and stole the equipment in 35 of those green boxes on our lawns. |
