Comcast Lays Out Steps To Improve Customer Service
By Justin Udo
PHILADELPHIA (CBS) --- After some pretty dismal reviews, Comcast takes aim at improving its customer service.
It was just last month when the Nutter administration released results from a study showing more than a quarter of all Comcast customers in Philadelphia are dissatisfied with the cable and Internet provider.
On Tuesday night Comcast officials laid out steps they are taking to better their customer relations.
"We think the calls are critical to operations, we've done a lot of work on the tools in the call centers to give them better tools for doing their job, we've given them a lot more training," says Comcast Cable President & CEO Neil Smit.
Smit says they're hiring 5,500 new customer service representatives over the next few years as well as adding three new call centers.
"It's a big move for us and we're going to get this right," he said. "We know how to do these things well. We know how to create great products, how to build great platforms and that's what we're about here."
Smit says as far as service visits go, they are going to start giving customers $20 back every time a repair technician is late.