Customer Experience Flashcards
This is the name for the 10 steps Comcast has developed to transform how we approach working with our customers
The Customer Experience Action Plan
Point: We are completely redefining what an excellent customer experience looks like including looking at everything through a customer lens and make changes both big and small.
Never Being Satisfied with Good Enough
Point: All of our employees will participate in additional customer experience training every year. We’re also developing better technology and tools.
Investing in Training, Tools, and Technology
Point: We’re growing our team so we can deliver an excellent customer experience.
Hiring More People… Thousands of People
Point: Our customers’ time is valuable, and we will not waste it.
Being on Time, Every Time
Point: If something goes wrong, we need to fix it the first time, every time. We are enhancing tools like our Home Integrity Check
Get it Right the First Time
Point: Transparency is crucial. We are simplifying our pricing, completely redesigning our bills to make them simpler and clearer and introducing digital receipts for customers.
Keeping Bills Simple and Transparent
Point: Customers should interact with us however and whenever they want. This includes trialing a new feature called Technician Tracker
Service on Demand
Point: We are reassessing all of our policies and fees and getting rid of ones that customers find particularly frustrating.
Re-imagining the Retail Experience
Point: we are measuring ourselves differently with an updated Customer Experience Scorecard and a Net Promoter Score for leaders that measures our performance based on customer satisfaction.
Keeping Score
What is Comcast’s best product?
The Customer Experience
Customer pillar: ‘C’
Customer Viewpoint
Customer pillar: ‘A’
Automated Support
Customer pillar: ‘R’
Reliability
Customer pillar: ‘E’
Employee Empowerment
Customer pillar: ‘S’
Simplification
Provide a welcome kit, Demonstrate navigation of the on-screen guide, Explain how Xfinity on Demand and Xfinity Stream work
Rule of three for Xfinity TV
Ask the customer to create an xfinity.net e-mail, Take the customer through the online welcome site, demonstrate my.xfinity.com benefits
Rule of three for Xfinity Internet
Confirm customer new phone number, Demonstrate voice mail and deliver comcast welcome kit, Discuss benefits of Xfinity voice center
Rule of three for Xfinity Voice
