All About Comcast Flashcards
What are the Comcast Operating Principles?
- Customer experience will be our best product.
- We make big things happen when we work together as a team.
- Drive results and long-term profitable growth.
- Move fast, simplify and play to win.- Lead with game-changing technology.
- Be open to new ideas.
- Respect and promote diversity.
- Do what’s right for employees, customers and our communities.
What is the Comcast Credo?
“Comcast will deliver a superior experience to our customers every day. Our products will be the best and we will offer the most customer-friendly and reliable service in the market.”
What are the Comcast Touchtones?
Diversity — we will respect and reflect the customers, communities, and cultures we serve.Respect — we will show respect for our customers and for each other.Quality — we will offer the finest and most reliable products available.Ethics — we will always act with the highest standards of honesty, fairness, and integrity.Enthusiasm — we will work with an unbridled passion for our customers and for our business.Employee Focus — we will invest in our people because our company can only be as strong as the people who work here.Flexibility — we will always be open to new thinking and approaches, as this helps us adapt to an ever-changing marketplace.
What are the Core Values?
- An Entrepreneurial Spirit- We Do What’s Right- Respect For Each Other- Giving Back to the Community
This year nearly what percent of Comcast employees completed the 2015 CredoSpeak survey, our highest participation rate ever.
90%
What are the Customer Experience Pillars?
[C] Customer Viewpoint [A] Automated Support [R] Reliability [E] Employee Empowerment [S] Simplification
What is the 2015 Customer Experience Action Plan?
1) Never Being Satisfied with Good Enough
2) Investing in Training, Tools and Technology
3) Hiring More People … Thousands of People
4) Being on Time, Every Time
5) Get it Right the First Time
6) Keeping Bills Simple and Transparent
7) Service On Demand
8) Rethinking Policies & Fees
9) Reimagining the Retail Experience
10) Keeping Score
What measures how likely customers are to recommend us to a friend or family member and will be a leading metric for us moving forward?
Net Promoter Score
What are the 5 metrics on the Customer Experience Scorecard?
1) queue first call resolution (FCR)
2) product churn,
3) onboarding call-in rate
4) transactional voice of the customer (VOC)
5) customer dissatisfaction
6) leadership discretion
What is the Comcast Customer Guarantee and we make the following guarantees?
The Comcast Customer GuaranteeWe are committed to providing you with a consistently superior customer experience. If for any reason something goes wrong, we will work to resolve the issue as quickly and as professionally as we can. 1. We will give you a 30-day, money-back guarantee on all our services. 2. We will treat you and your home with courtesy and respect.3. We will answer your questions at your convenience. 4. We will offer easy-to-understand packages and provide you with a clear bill. 5. We will continually offer the best and most video choices. 6. We will quickly address any problem you may experience. 7. We will schedule appointments at your convenience and be mindful of your time.
What does S4 stand for?
START
SOLVE
SELL
SUMMARIZE
This nomination is a great way to recognize a Comcaster who goes above and beyond to embody the Operating Principles.
Circle of Success
This honors customer-facing employees who demonstrate an ongoing commitment to delivering the best service possible to our customers.
Awesome Award
What are the 2015 Cable Goals?
- Transform the customer experience with great onboarding2. Bring customers the best product experience in the market3. Drive share growth
What is the Comcast Promise?
- The Customer’s Experience.
- The Reliability of Our Products
- Superior Products That Offer More Choice and Value
