By Josh Beckerman
Comcast Corp. will add more than 5,500 customer service jobs as
part of a "customer experience transformation" effort.
Comcast said the plan "centers on looking at every decision
through a customer lens and making measurable changes and
improvements across the company."
Seeking to reduce late arrivals for installation appointments,
the company is bulking up its hiring of technicians. If a
technician doesn't arrive on time, Comcast will automatically
credit the customer $20.
Comcast, the largest U.S. cable company, recently walked away
from a planned $45 billion merger with Time Warner Cable Inc. amid
stiff regulatory resistance.
Comcast fared poorly in J.D. Power's customer-satisfaction
rankings released in September. In April 2014, when Comcast
Executive Vice President David L. Cohen appeared before Congress to
discuss the planned merger, senators expressed concern about the
company's customer service. Mr. Cohen acknowledged that the company
was "having issues" and was "laser focused" on improvement.
On Monday, Comcast reported profit and sales that topped
analysts' estimates as the broadband division posted its strongest
revenue growth in more than four years.
Comcast's customer-service effort will also include a tripling
of its "social care team" to boost service on Twitter and
Facebook.
The company is opening customer support facilities in
Albuquerque, N.M., Spokane, Wash., and Tucson, Ariz.
Write to Josh Beckerman at josh.beckerman@wsj.com
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