CHICAGO – Comcast’s unhappy customers finally have gotten through to the nation’s largest cable television company.
Comcast Corp. said Tuesday that it would hire 5,500 additional customer-service workers in the United States and hundreds of new service technicians, as part of a broad plan to improve its poorly rated service operations. The company has been bashed nationwide by cable and Internet subscribers as unresponsive and rude.
CEO Brian Roberts told reporters that the customer backlash had served as a “rallying cry to rethink how we do business.”
The cost to execute its “aggressive” customer service improvements will be on top of $300 million Comcast has invested in recent years in service upgrades, company officials said.
The names some cable customers are being called after contacts with the companies that provide them services can be staggeringly profane: scatological and sexual, with allusions to body parts and perverted acts.
They are often mailings of things like bills. Almost all of the names defy mention in a news story, but for some sense of it, here is one of the more temperate ones, received by a female Comcast customer: Super Bitch, which was first reported in the Chicago Tribune earlier this month.
On Wednesday, a Time Warner Cable Inc. customer in Orange County, Calif., received a cancellation letter with her first name changed to a derisive four-letter term for female genitalia.
Esperanza Martinez, 34, said she was shocked at the profanity. She had called Time Warner Cable about an issue with her set-top box and had what she thought was a satisfactory conversation with a representative Feb. 12. Then, bang, the Feb. 16 letter.
English: Logo of Target, US-based retail chain (Photo credit: Wikipedia)
Target Corp., the nation’s second-largest discount chain, continued to reel from its disclosure last week of a huge data breach that compromised 40 million credit- or debit-card accounts during the holiday season.
Shoppers posted comments last weekend on Target’s Facebook page saying the retailer needed to reissue its REDcard credit and debit cards. There were also mentions of long waits for customer service.
Craig Johnson, president of the retail consultancy Customer Growth Partners, said Monday that REDcard usage fell over the weekend and more Target shoppers bought with cash. Saturday, he noted, was a “terrific” sales day generally, although Target transactions declined slightly.
Target offered a 10 percent discount to placate angry customers Saturday and Sunday, hoping to salvage the busy weekend.
The Coordinator will be responsible for organizing training and support services for TCN. The Coordinator will work with the executive director, staff, trainers, consultants, and partners to provide workshops and services to TCN members. Examples of specific responsibilities will include providing exceptional customer service to members, volunteers and partners; scheduling and supporting trainers and consultants; processing registrations; facilitating the collection and management of data; organizing resources and services; developing and maintaining the virtual support center; assisting with the coordination of a nonprofit conference and other events; maintaining evaluation systems; and other duties as they relate to networking, collaborating, and community outreach. Qualified candidates must have a Bachelors degree, a minimum of 2 years administrative/office experience, strong computer skills including database management and experience using cloud and file sharing services, excellent verbal and written communication skills, ability to work independently and function as part of a team, strong organizational skills, and an attention to detail. Hours: 35 hours per week. This is a full-time position. Location: 260 High Street, Pottstown, PA.
Please submit your cover letter, resume and salary requirements to:
TriCounty Community Network (TCN) is an Equal Opportunity Employer and does not discriminate on the basis of race, gender, disability, ethnicity, religion, national origin, age, or veteran status. We value and respect the diverse viewpoints and individual differences of all people and encourage diverse candidates to apply.
Family Services Project ECO Workshop: Customer Service for Nonprofits
Family Services Project ECO is pleased to offer TCN members a FREE capacity building workshop, Customer Service for Nonprofits, on July 15, 2011 in collaboration with Penn State Cooperative Extension. In a nonprofit organization the recipients of good customer service include program participants, volunteers, donors, and the general public. Participants who attend this workshop will learn why customer service is important to their organization and how to deal more effectively with multiple customer groups, including those from diverse cultures, backgrounds, and economic circumstances. Participants will strengthen verbal and non-verbal communication skills through role play and situation analysis and learn how customer service impacts marketing an organization.
For more information about this free workshop and other capacity-building services for eligible nonprofit organizations in Montgomery County, please contact Alicia Verleysen, Project ECO Community Liaison, at 610-630-2111, Ext. 229 or firstname.lastname@example.org.
It is always nice to see an improvement in service while reducing costs. The Lancaster Parking Authority has done just that by replacing security details patrolling the parking garages in center city by car with security officers on bicycles. It is felt that the officers on bicycles are highly visible and approachable if help is needed by a customer.
The reason for this change was not due to any increased criminal activity. The change was made to improve customer service and safety. The side benefit is saving the Parking Authority money. The city has contracted these services through Allied Barton. The decision to go with Allied Barton was made using advice from Lancaster PD, Franklin & Marshall College and Lancaster General Hospital, as well as the Parking Authority.
Two officers were contracted for $70,000 through Allied Barton and will work 11 hours shifts riding around downtown Lancaster’s five garages, being highly visible in their yellow shirts. The security officers carry handcuffs and mace. In the event backup is needed, the Parking Authority bike officers will contact the James Street Improvement District bicycle ambassadors as first responders. City police are only contacted as needed. The James Street Improvement District already uses Allied Barton for their bicycle ambassador program.
This program will save the Parking Authority $10,000 to $20,000 per year by substituting Allied Barton staff for Parking Authority staff. Allied Barton specializes in security and the Parking Authority specializes in parking cars so the change makes sense. It is expected that the new bike team will put 40 miles per day on their bikes while patrolling.
Family Services Project ECO (Enhancing Community Organizations): Spring/Summer Workshop Schedule
Diversity Awareness II; Building Your Cultural Competency Skills
Friday, May 13, 2011
Facilitation Skills for Successful Collaboration
Friday, June 10, 2011
Customer Service for Nonprofits
Friday, July 15, 2011
Workshops are held from 9:30 to 12:30 at Fairview Village Church in Eagleville and are presented in collaboration with Penn State Cooperative Extension. For more information about these free workshops and other capacity-building services for eligible nonprofit organizations in Montgomery County, please contact Alicia Verleysen, Project ECO Community Liaison, at 610-630-2111, Ext. 229 or email@example.com.
20 years ago, Michael Wei opened a formal Chinese restaurant in Bryn Mawr. It also featured fusion cuisine. Neither of these concepts was associated with Chinese cuisine then. Chef Wei took a huge risk.
Wei received the prestigious award in San Francisco, where the Top 100 Chinese Restaurants Awards was first started in 2004. Yangming won for best overall-excellence. In this category, restaurants are judged on consistency, quality, taste, variety, décor, atmosphere, customer service, cleanliness, presentation and value. WOW!
It is estimated there are 50,000 Chinese Restaurants in the United States.
If you are a lover of great Asian/American cuisine, a trip to Yangming should be in your future.
Yangming is located at 1051 Conestoga Boulevard, Bryn Mawr, PA 19010.