All About Comcast (updated 10/21/15)

Question 1

What are the Comcast Operating Principles?

Answer 1

• 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.

Question 2

What is the Comcast Credo?

Answer 2

“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.”

Question 3

What are the Comcast Touchtones?

Answer 3

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.

Question 4

What are the Core Values?

Answer 4

• An Entrepreneurial Spirit
• We Do What’s Right
• Respect For Each Other
• Giving Back to the Community

Question 5

This year nearly what percent of Comcast employees completed the 2015 CredoSpeak survey, our highest participation rate ever.

Answer 5

90%

Question 6

What are the Customer Experience Pillars?

Answer 6

[C] Customer Viewpoint
[A] Automated Support
[R] Reliability
[E] Employee Empowerment
[S] Simplification

Question 7

What is the 2015 Customer Experience Action Plan?

Answer 7

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

Question 8

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?

Answer 8

Net Promoter Score

Question 9

What are the 5 metrics on the Customer Experience Scorecard?

Answer 9

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

Question 10

What is the Comcast Customer Guarantee and we make the following guarantees?

Answer 10

The Comcast Customer Guarantee
We 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.

Question 11

What does S4 stand for?

Answer 11

START
SOLVE
SELL
SUMMARIZE

Question 12

This nomination is a great way to recognize a Comcaster who goes above and beyond to embody the Operating Principles.

Answer 12

Circle of Success

Question 13

This honors customer-facing employees who demonstrate an ongoing commitment to delivering the best service possible to our customers.

Answer 13

Awesome Award

Question 14

What are the 2015 Cable Goals?

Answer 14

1. Transform the customer experience with great onboarding
2. Bring customers the best product experience in the market
3. Drive share growth

Question 15

What is the Comcast Promise?

Answer 15

1. The Customer’s Experience.
2. The Reliability of Our Products,
3. Superior Products That Offer More Choice and Value

Question 16

What are the levels of progression in Career Advance Path?

Answer 16

Customer Experience Rep 
Customer Experience Associate 
Customer Experience Specialist 
Customer Experience Professional
Customer Experience Expert

Question 17

What are the 5 key facts for adult learning?

Answer 17

1. Variety
2. Experience
3. Relevance
4. Brevity
5. Self-Discovery

Question 18

What are the 5 Comcast cable business entities?

Answer 18

Xfinity TV
Xfinity Internet
Xfinity Voice
Comcast Business Services
Comcast Interactive Media

Question 19

What are the five key strategies for a solid customer experience?

Answer 19

1. Be a Comcast Ambassador
2. Be Compassionate
3. Be Thorough
4. Educate the Customer
5. Show Dependability

Question 20

List 3 of 5 communication Don’ts.

Answer 20

1) Argumentative
2) Loud
3) Act Like a Know-It-All
4) Personal
5) Sarcastic

Question 21

What are the four conversational tools that create a positive customer interaction?

Answer 21

1. Confidence
2. Responsiveness
3. Empathy
4. Patience

Question 22

List 3 of 5 communication Do’s:

Answer 22

1) Listen
2) Clarify
3) Be Attentive
4) Be Empathetic
5) Share

Question 23

What are the 7 guiding principles of Think Customer First?

Answer 23

Integrity, Commitment, Dependability, Teamwork, Responsiveness, Gratitude, and Community