Strategic And Financial Management Style Of Comcast Communications

The customer service personnel should be in a position to acknowledge their clients and pay attention well to whatever they say and put into practice active listening. They should also give a chance to the customers to respond to the services the company offers perhaps through the enterprise’s website. For any company to prosper, good customer relation is paramount in building a loyal

Contrary to the situation at E-Z RP, there is no linkage of customer service representatives to development teams. For instance, CRSs are often the last to gain access about new information or new products. In terms of the organization of customer service, E-Z RP uses a specialized call center where customer service representatives deal with a single product. At Datatronics, the call center is centralized and CRSs deal with all products. E-Z RP uses the second tier support while Datatronics uses a minimal second-tier support. In terms of the training of CSRs, Datatronics only provides minimal on-the-job training while E-Z RP provides extensive training. Datatronics hires employees with basic customer service ability while E-Z RP recruits employees based on customer service skills, business knowledge, and communication ability. The performance metric at E-Z RP is the level of customer satisfaction, while the metric at Datatronics is the time on call or between calls. Although Matt does not intend to reproduce E-Z RP’s customer service system at Datatronics, these are the key issues that he ought to consider in making recommendations for changes at Datatronics.

The Comcast Corporation is currently exposed to several threats with the competition continuing to increase in the industry. The biggest of these facing the organization are regulatory changes and technological changes.

A main component of any company are stakeholders. A stakeholder is a person, group, or organization that has an involvement or interest in a company. Stakeholders can affect a company’s actions as well as be affected by them. There are several key stakeholders in Comcast who play a large role in how the company is ran. These include managers and employees, government agencies and unions, and finally the shareholders.

Customer service plays a vital role in the running of this organisation. As they have many competitors they try extremely hard to stand out above the rest with their customer service approach. They use the slogan ‘Every little helps’ to

Since Chern’s is at the top of its game in training associates to provide excellence in customer service, those skills need to be refined to meet Chern’s standard even though sales associates will already have a good foundation of the concept of customer service upon hire. Communication and Technology, while not as critical as customer service and sales, are still very important to the role but the organization and train on methods of communication specific to Chern’s as well as on the technology staff will use to make them more efficient on the job once hired. Below is a sample of the Job Matrix for Chern’s:

Comcast is planning expanding globally. With the main competition with the Dish Television Network. Comcast’s have devised

Comcast is a global technology and media company mainly known for its two main businesses, Comcast Cable & NBCUniversal. Comcast Cable is one of the largest service providers for phone, high-speed internet, video, and television services in the nation. While Comcast Cable is a cable giant in the area of business, the company has publically struggled significantly in the area of customer service. Comcast has had a number of public customer service complaints in recent years which quickly grabbed major media attention. These customers began recording phone frustrating calls with customer service representatives and posting them online via social media. Two of these dissatisfied customers were men named Ryan Block and Aaron Spain who posted their evidence of the

In 1963, with the purchase of American Cable Systems and its 1,200 subscribers in the city of Tupelo, Massachusetts, Ralph Roberts founded Comcast. By 2016 Comcast is one of the nations leading providers of entertainment, communication as well as cable products and services. Nationwide Comcast has over 100,000 employees; each day the company provides over 142 million phone calls, over 136 million emails and over 12 million received voicemails. To date Comcast is the leading cable provider in 19 states nationwide. Since 1963 Comcast has continued to grow with monumental purchases as well as mergers that were blocked by the government in efforts to stop a potential monopoly. Throughout the company’s history, it has grown in three categories Cable, Phone and internet.

Comcast’s biggest assets are its stakeholders. A large variety of up-to-date products are not as valuable if you do not have good service to back those products up, as well as a good reputation in always putting the customer first. This is especially true in the technological field where customers lack knowledge of the new advances. Comcast provides excellent service for all customers’ needs with its very own online help desk. You can not only view your account statements but also obtain a wide variety of help and useful information. Comcast help offers a virtual customer service representative available 24/7 to answer all technical support and customer service questions. This service also allows you to search for your answer, use FAQ’s, email customer support

Comcast has to balance all of these factors in their macroenvironment while making their internal business decisions and deciding how to price their advertisement slots and subscription charges.

According to Stafford and Heilprin, “American Cable Communications (ACC) was one of the largest cable operators in the United States (AirThread Case).” ACC serviced roughly 24.1 million video subscribers, 13.2 million high-speed internet subscribers, and 4.6 million landline telephony subscribers. In 2007, ACC saw revenues of $30.9 billion and had net income equaling $2.6 billion. In order to adapt to the changes in the industry, ACC started aggressively acquiring smaller companies, which resulted in huge customer growth and the development of, “a strong corporate finance team with significant acumen in identifying, valuing, structuring, and executing corporate control transaction (AirThread Case).” That being said, ACC has set its sights on yet another company--AirThread Connections--with the expectation of further revenue growth and customer acquisition and retention.

In response to the market trend, the company has introduced some new products. Comcast launched a constant guard, a security program designed to help protect its high-speed internet users from online threats. Comcast also launched a beta version of Fancast Xfinity TV, its online television service. The Xfinity service gives subscriber access to hours of content not previously available online. Comcast also took the opportunity of the market trend and added to its mobile content. It released Comcast Mobile app 2.0, which includes a remote DVR programming service. Also, the company launched COMCAST4U, a mobile SMS text service, which gives customers access to frequently accessed account functions. All of these new additions will allow Comcast

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

* The head of customer service representatives (CSRs) has stepped down and the position is open.