Question
Assignment Description: at least 3 pages
Read the Case Study Guidelines document in the content section of our course D2L site. Please follow the guidelines in completing the case study.
?Read the two articles included below relating to Comcast's customer service.
Article 1 Announcement by Neil Smit, President and Chief executive officer ,Comcast cable September 2014.
Article 2 Comcast corporation customer service problem keep on coming by Daniel B. Kline March 1, 2015.
?Complete and submit the case study in accordance with the Case Study Guidelines document.
Questions: 1
Do some additional outside research on Comcast's approach to customer service. Cite your sources and discuss what you believe to be the root cause of the customer service problems at Comcast.
Question: 2
If you were Mr. Herrin and recently appointed as Senior Vice President, Customer Experience at Comcast
what actions would you take to improve customer service?
Use at least 4 specific concepts from chapter 8 (Managing Customer Service) of the book: THE WORLD OF CUSTOMER SERVICE 3E BY GIBSON in our text to support your answer. At least 3 pages for the case study including : Summary, Backgroung, Analysis, and Insights/Recommendations.
Executive Onom by Neil Smit, President and Chief Executive Officer, Comcast Cable Reading 1: Announcement September 2014 working hard to improve the customer experience over the last several deserve the best experience every time they interact with us. While we've Our employees have been r customers years. ... from the made progress, we need to do a better job to make sure those interactions are excellent moment a customer orders a new service, to the installation, to the way we communicate with them to how we respond to any issues That's why I am pleased to announce today that Charlie Herrin has been named SVP, Customer Experience, reporting to both Dave Watson and me. In this new role, Charlie will partner with leaders across all business units, including customer service, technical operations, sales, marketing, training and development, and product innovation to reimagine the customer experience and ensure that we are delighting our customers at each touch point. Charlie will listen to feedback from customers as make Anyone who knows or has worked with Charlie has seen first-hand his unwavering commitment to the well as our employees to make sure we are putting our customers at the center of every decision we customer. In his most recent role as SVP, Product Design and Development, Charlie led the design team behind the development of X1 and spearheaded the company's initiative to deliver a consistent user experience across platforms. Charlie and his team received the 2011 Emmy Award for outstanding achievement for the Xfinity TV iPad app and a 2013 Emmy Award for the X1 user interface. X1 was a breakthrough for us, and we need the best customer service to accompany these great products. Charlie will bring the same passion for customer-focused innovation that he brought to developing products to this new role. Charlie will begin his new role immediately, but will continue to work with our CTO, Tony Werner, and his current team until a new head of product design and development is in place Over the last few years, we've been incredibly focused on product innovation and delivering great content and technology experiences. But this is only one half of the customer experience equation. The other half is operational excellence in how we deliver service. The way we interact with our customers -on the phone, online, in their homes - is as important to our success as the technology we provide. Put simply, customer service should be our best product. We have made significant changes and investments in customer service that have set a solid foundation. Under the leadership of Tom Karinshak, SVP, Customer Service and Patrick O'Hare, SVP, Field Operations, we are addressing some very real pain points that are making it easier for our employees to serve our customers, and easier for our customers to do business with us. We rolled out new tools in our call centers like Einstein to help our employees provide better, faster service to our customers. At the same time, we shortened our technician appointment windows to 1-2 hours introduced new self-service apps so customers have more choice in how they interact with us, and
Explanation / Answer
Comcast had just finished dead last on the Temkin Customer Service Ratings, had a terrible 56 score on the American Customer Satisfaction Index, and had just been called the ... Comcast's initial approach was to fix broken processes, hire a lot more people, and rely on technology to smooth things over.Although tireless efforts within Comcast University to improve training related to customer service had already yielded many positive results, Comcast needed to reinforce its customer-first philosophy among its thousands of employees with leadership responsibilities.
