Comcast Gift Card Case Study

Any change in the factors that make up the macro-environment can have a direct impact on the Comcast Corporation. These factors can affect the Porter Five Forces that shape their strategy and their competitive advantage over other firms.

Their customer redressal system was not up to date and a lot of operational changes could have been done to make the repairing services moretimely and effective.The employees of the company communicated only by email which could be changed .

There is a genuine risk that FCC will lose its State and Federal Government funding, which accounts for 40% of all Council Funds, if Customer Service isn’t dramatically improved within 18 months. Consequently, the Council members are desperate to see improvements, without cutting into current spending or increasing rates. The current Customer Service Manager has been in the position for 24 years, and doesn’t believe that anything needs to change, and that the community will “come around in the end”.

*Customer called to check if the scheduled appointment she has for installation today (08/10/2015) will push through. Through probing, CAE identified that the customer is supposed to have internet, TV and security system installed today however there was no specific time provided. CAE had started the call appropriately and assured assistance however, the account was not properly authenticated, the CAE only verified the customer’s service address.

When dealing with customer complaints, the CSR will address the issues of the customer in a professional manner giving them 100% attention without being exposed to excessive background noise. If the issue is unable to be resolved at the CSR level, the CSR should apologize, express their dedication to resolving the error, and escalate the issue immediately.

Question 5How did you go above and beyond the call of duty when dealing with a customer?

If I were Dinah, after talking to my manager and getting a response that he/she was not going to do something about the matter, I would have gone to another manager in the company regarding the issue. This would have allowed them to come up with a strategy to communicate the error to the customer, have a plan on how they could fix the problem and keep the relationship with the customer in tact while also not affecting the existing customer base.

*Customer was having difficulties signing in to his Comcast account and he's upset since this has been going on for 4 days now. CAE tried to help the customer but during the interaction, customer was complaining and requested the CAE not to rush him. CAE seemed to be in a hurry and the customer was not confident that the CAE totally understood his concern.

When you have all the details about the complaint, ask the customer how they would like it to be resolved

Provide a means for customers to provide feedback after calls to acquire their satisfaction score on the overall service experience and allow them to point to areas that need improvement

Comcast is the largest cable television company in the world, by revenue. It is also the largest internet provider, as well as the second largest home phone service, and third largest pay-tv company. This is a well-established company, and is still growing and attempting to acquire other different companies to solidify its empire. Comcast has a renowned product that is nearly undisputed. The problem that has been brought to life a few years ago with Comcast, is the way they go about their customer service.

A customer called and requested for a new phone handset to be sent out to their address as the previously received handset was faulty. Due to company policy regarding faulty phone handsets, a replacement must be offered to the customer before refunds are paid to customer. The customer agreed for replacement and new handset was sent to him within 2 days. Following week, I rang the customer to check if

Companies find that effectively handling customers with problems is critical to their reputations as well as their bottom lines. When customers complain

A customer service officer or personnel often face problems handling difficult or irritated customers. Officers or personnel need to know the correct method of handling these people in the best possible way in order to give customers customer service satisfaction and also to retain customers from going elsewhere for the services they need. An example would be banking services, mobile network services, etc.

In this case, there are some elements of procedural sides of customer service were not fulfilled by the concerned service provider.