Comcast Customer Satisfaction Study

Customer service has to be above par if the business wants to keep a customer. Verizon Wireless has gone through leaps and bounds to try and stay ahead of the game, but in the last ranking, J.D. Power placed the company as third behind T-Mobile and AT&T in its customer care index rankings (2015). Verizon Wireless, as a technology service provider, should have plans to overcome any issues that may arise. Unfortunately, the company has done a poor job in using technology to fix problems customers may encounter. Verizon Wireless needs a push in the right direction if it wants to maintain customers and grow the business to an

Being in the government sector the research for customer satisfaction was focused on governmental agencies and the aspects associated with those agencies. Most citizens have a preconceived idea about government agencies and I wanted to see if those preconceived ideas were based on real experiences. This was done by researching and finding results either supporting or contradicting this notion. According to Tom Schoop the government does as well as any big company as far as customer satisfaction. (Schoop 2006) I work for a contractor, ResCare that is assigned by the Dallas County Texas Workforce Board to operate the Dallas County Workforce Centers and run the associated state and federal programs assigned to the Dallas County Workforce

Janis consistently defines and confirms the reason for her customers call by restating the reason for the call and asking additional probing questions. By doing so she is able to ensure she is working on the correct underlying issue. Janis demonstrates her knowledge by using proper processes in work order entry. Janis has been taught “Arm and Own” this year. She has attended weekly huddles with her supervisor to learn how to fully own and manage each customer’s account. By implementing what she has learned, such as, how to navigate the customer’s account to uncover any prior unresolved issues or to proactively address any concerns of the future Janis can exceed her FCR goals.

I work as a Web Developer-Intern at Comcast Cable Communications. The Cell Backhaul Design (CBH) group within the Comcast National Engineering Organization which creates network design and capital resource model for all national Cell Backhaul projects for the Comcast Corporation.

The National Customer Service organization has enhanced its customer service tools over the past three years. The customer service tools have been consolidated from 10 separate platforms into 1 tool that is consistent company-wide. This consolidation lent itself to the National Customer Service Business Intelligence department having the ability to analyze agent performance from a “One Comcast” perspective. Specifically, the evolution of business intelligence and performance dashboard capabilities from vendors provided a unique opportunity for the company to expand insights from headquarters directly to the users in the field. The continued evolution of dashboard functionality over the past few years now provides additional

The Tennessee Regional Office of Portfolio Recovery Associates have opportunities that could improve its customer experience. Providing good customer service experience is expected and listed in the company’s policy as well as mission statement. Poor customer service could inflict fines and deletion of accounts, meaning money lost for the company. However, great customer service does not always lead to more profit for the site. It should be an equal effort of customer service as well as negotiations. Custom Nation: Why Customization Is the Future of Business and How to Profit from it (2006), discusses how engaging the consumers, creating enjoyment, and satisfaction will captivate the customer’s experience. In addition, customizing the experience has been a key factor in growth for Fortune 500 companies (2006).

For the purpose of this paper I have chosen a company that I am familiar with and one that my husband is subcontracted for now going on 16 years. The company is one that could use the improvement in customer service, and they are currently working on.

Mr. Lee was introduced to the idea of the tiered service system at a conference he attended. When he returned, he then spoke to the customer service department at Elgin Technology about his interest on starting a tiered service system within the company. Mr. Lee asked for Customer Service Representatives to voice their opinions of the pros and cons this system will bring to Elgin Technology.

In our extensive research on Time Warner Cable, we found out that Time Warner is one of the biggest names in the cable industry. On the other hand they are know to have notoriously bad customer service which in turn limits the amount of customers they bring in and increases the amount of customers that cancel their service. To deal with these problems we have come up with multiple marketing recommendations. In order to get rid of the reputation of bad service Time Warner has to advertise their new and improved customer service so that people will want to buy from Time Warner Cable. One way to start improving customer service is to offer online survey so that the customers know that their opinion is whats most important to Time Warner Cable. The survey will not just ask if their problems were solved or if the representative was good. It will ask in depth questions about what the customer thought about that particular representative. They also can give follow up surveys a few weeks after a phone call. These surveys will be there to see if the problem that the customer experienced is arising again and to make sure that there are no new problems. These surveys show that Time Warner Cable truly does care for the wellbeing of their customers. Along with surveys Time Warner Cable can also offer holiday specialties such as reduced prices for the holiday season. They can market this by saying that they understand that a lot of money is being spent on

The Canyon Ranch ‘Guestware’ system, which has the potential to improve relationships with customers, could be fully integrated with CLS and other systems to provide more comprehensive customer information

Comcast Corporation started out as a small cable company and grew tremendously to the number one company in internet and cable providers. This growth is directly correlated to the risks CEO Brian Roberts has taken throughout the years such as buying smaller cable companies, successfully acquiring investors to back the corporation, and at times learning from past mistakes. With a company this big, problems are going to arise, but at what cost does a lack of quality in the customer service department ultimately bring? Bad news travels a lot faster than good news, but if a company already stands in the number one position, is upper management truly concerned? Business Insider’s article “The 15 Worse Companies for Customer Service” rated Comcast #4. “The second-lowest-ranked cable service.” (Nisen, 2013) This refers to the television service alone, however, both internet and cable received low scores. Comcast has lost hundreds of thousands of TV subscribers, due to online streaming of shows with the use of Hulu and Netflix. Would a high quality of customer service give customers the

Customer service is an important factor to increase sales in almost all industries. Broadstripe, a small provider of cable, Internet, and phone services saw it as a solution to increase sales as their company was filed for bankruptcy protection in early 2009. To improve the customer service experience, Tony Lent, Chief Commercial Officer at Broadstripe, launched a 60-day MBG offering

Chip Reeves knows all about the life of a sales guy. That’s because during his nearly 20 years at Dow Corning, a global manufacturer of silicon-based products, he was one. He knows all too well that salespeople ignore any new administrative process or technology unless it allows them to make more sales or use their time more efficiently. Now, as Dow Corning’s director of marketing and sales processes, Reeves is leading the company’s convergence of its CRM and e-business efforts, as well as streamlining its compliance and reporting functions. The goal, naturally, is to provide excellent customer service—and to make it easy for Dow Corning sales and marketing staff to use the expansive CRM system. Real easy . Reeves also served as the

In the modern business scape, the reality for many companies is to design practices in accordance with customer expectations, specifically with regards to the ever-increasing need for digital options. This is the case for many industries, with many pondering on how to go about addressing the issue. Bogers Media is one such company to have taken the liberty of not only addressing but also designing, with the intent to implement, a new automated customer service system based on machine learning.

MEMORANDUM TO: FROM: DATE: SUBJECT: Mike Wester, Owner Kimberly Lovern, Designer May 5, 2015 Proposal to Implement Electronic Customer Relationship Management System via Purchase of Field Service Software Attached is my plan to implement an electronic customer relation management system through the purchase of Field Service Software. The dry erase board is as of now the primary data center point. Customer contacts, installations, and job completion dates are recorded on the dry erase board, yet regularly deleted by accident. The dry erase board has created productivity issues and hindered company growth, thus making a general impact on the organization and employees. Clients are the fundamental wellspring of income for the association.