Comcast Corporation (CMCSA) To Penalize Itself for Not Meeting Standards
Comcast Corporation (NASDAQ:CMCSA) is ready to compensate its customers in case its services failed to meet the standards. This included technician coming late to a customer place. The company appeared to be ready to penalize itself to improve its image on customer service satisfaction. The company also seemed to have taken a cue from Apple Inc. (NASDAQ:AAPL)’s Apple Store where the gadgets were demonstrated and displayed with extreme inducement.
As part of its plan to reposition itself, Comcast Corporation (NASDAQ:CMCSA) has involved itself in testing a new concept, Studio Xfinity. The company expects this to redefine its local cable office to be consumer friendly like the DMV. Recently, the company’s CEO, Brian Roberts, appeared at the place to disclose a number of steps to lift customer service. This included adding up of over 5,500 customer service jobs spread over the next couple of years.
Aside from this, the company was also keen on setting up of time keeping objective with the customers before the end of the third quarter of the current year. The company’s plan also enables a customer to get a credit of $20 in case a technician arrived late.
Comcast Corporation (NASDAQ:CMCSA) believes that its products were not getting the kind of excitement that they deserved due to the customers being put on hold or the company missed an appointment. Comcast Cable President and CEO, Neil Smit, also joined Roberts in expressing the opinion.
For some time, the company’s CEO said, the customer service metrics were witnessing improving trend. However, those who were against the integration with Time Warner Cable Inc (NYSE:TWC) went hammer and tongs against both the companies about their reputations with consumers.
Referring to the regulator’s concern on the previously planned merger with TWC, Roberts wondered whether customer service issues were behind the regulator’s move to block the merger. Comcast Corporation (NASDAQ:CMCSA) later abandoned its bid to buy Time Warner Cable Inc (NYSE:TWC). The company was redesigning every 500 locations in the next few years.
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