We are constantly working to serve you better.
Dear Comcast Customer:
Our goal is simple-we want to provide you with a superior customer experience. We’ve been working in many ways to do that since we first told you in late 2007 about our company-wide commitment to improve.
For example, we’ve been giving our employees new tools and training so they can answer questions and fix issues the first time you contact us. We’re also monitoring our fiber network 24x7 to find and fix issues before they impact you. In addition, we have:
- Given handheld devices or laptops to 16,000 field technicians who serve the communities where you live. These mobile devices help us better communicate and as a result, we’re seeing clear improvement in on-time arrival rates-and our techs are prepared for whatever is needed to successfully complete your appointment.
- Launched a new automated diagnostic/troubleshooting portal, called GrandSlam, that’s helping us quickly identify the cause of any issues you may experience so we can resolve them faster.
- Introduced the Comcast Whole Home Check so you won’t have to call us back after a tech has been to your home for an installation or service appointment. Repeat customer visits are down because we’re checking all of the services and equipment in your home and fixing any issues on the first visit.
- Expanded the ways to get help online, including offering new help forums, live chat sessions and an interactive Q&A tool. We also have a dedicated team of people who are answering questions and resolving issues you’re sharing on blogs, forums and sites like Twitter.
- Ongoing technical projects and new service initiatives that will continue in 2010 and beyond to ensure we’re delivering on our goal of providing you with a consistently superior experience.
We’ve also said that each of these investments must be backed up with good customer service for each and every one of our customers. We believe so strongly in this that we’ve rolled out a Customer Guarantee so you can know what to expect from us. It’s our promise to make you happy with every interaction you have with us-whether it's at sign-up, during the normal course of business or during a service visit. And, our Guarantee tells you what you can expect from us if we don’t deliver on our promise.
We hope you’re experiencing the positive impact of these changes. We know we still have work to do, and on behalf of the thousands of Comcast employees around the country, you have our promise that we’re working each and every day to bring you the products you love, delivered reliably and supported by the highest level of customer service.
Rick Germano
Senior Vice President of Customer Operations
Send an e-mail to Rick Germano
Beginning in late 2007 and throughout 2008, Rick Germano traveled across the U.S. to meet with customers to hear their thoughts on how we could improve customer service. Read Rick's Notes From the Road