Steve Burke is named President of Comcast Cable. Comcast Cable announces the acquisition of Jones Intercable, Inc. Comcast announces its investment in Prime Communications and acquires an additionalsubscribers.
Comcast - Improving the Point-of-Sales System Comcast - Improving the Point-of-Sales System Executive Summary Customers need to know that they are receiving the best deals possible regardless of how they are signing up for their services. This report was written at the request of Neil Smit, Chief Executive Officer, to explore options for Comcast, which has been experienced a decrease in video subscribers.
The main purpose of my investigation was to implement one point-of-sales system to assure that all customers are equally receiving the best possible deals and packages, while continuing to increase video subscribers and its revenue. The information presented in this report includes: Inthey provided services to approximately This leads me to believe that despite the slow decrease in subscribers, Comcast is still able to offer great deals and packages to customers.
What needs to be assured is that all customers are equally receiving the best possible deals and packages available. When knowledge and professionalism meet within the customer service Comcast improving the point of sales system, the potential for great customer interactions occurs and the representative becomes a valuable help to both the customer and the company.
When I asked Tina, a customer service representative from Comcast what she thought could make her job easier, she answered: Not everyone that works in customer service is fully knowledgeable in what sales packages are offered to customers, but the problem stems from the frequency in changes, the avenues in which they are all offered, and the inability to access all service packages.
If we somehow had access to all deals being offered, it would make our jobs much easier, and overall would improve the ability to assist our customers in a timely manner. Many will vouch for the fact that dealing with customers is not a cakewalk.
A business that doesn't care for its customers can't be expected to rake in the profits because in today's world, a disappointed customer has the option to simply walk away, and never come back.
All you need to do is provide customer service that exceeds your customers' expectations and out shines your competitors' customer service.
Inconsistency of Point-Of-Sales Comcast markets their cable services through numerous approaches such as, TV and Internet advertising, direct mail, and telemarketing. Certain deals are only offered if you sign up for service online, and others if ordered over the phone.
It also extends to independent sales representatives that can also offer certain deals that neither online or phone representatives can offer you. Customers need to know that they are receiving the best deal possible regardless of how they are signing up for their services.
For this reason, Comcast needs to implement a solution to the inconsistency on their point-of-sales. However, with all the avenues that Comcast offers services to customers, each department has different rates and packages available.
An example listed within the report is in regards to a personal experience that I encountered when signing up for services. This package includes all three services including cable, Internet, and phone. All the package deals offered change on a weekly basis.
Some offers that are advertised have a capped date, but others, such as some offered online, do not. While providing customers with the best possible deals available, Comcast continuously changes the offers to its customers to keep ahead of its competitors.
While this marketing strategy is innovative, it can also create issues as noted in the report. Figure 2 displays the average monthly cable bill prices in Boston from to Stopthecap. If the company is going to allow services to be initiated online, over the phone, or by independent sales representatives, then the should all be able to extend the same offers to all customers, new and existing.
They could cap off certain deals in order to keep new deals entering the sales system, but still have the other offers available especially if its in such a short time period that they are offered.
New customers should be allowed to make changes to their packages within a thirty day bracket without any hassle. Existing customers who are bound to a contract should also be allowed to make changes without facing a ridiculous cancellation fee, as long as they commit themselves to a new contract.
I believe that with these new solutions set into action, Comcast will thrive more so than it is already and customers will be much more satisfied knowing that the company is taking their best interest into consideration.
Comcast paid the U. It will train its call agents, make sure the offering is visible on its web site and it committed to a major marketing campaign around the Performance Started service for This goes along with the importance of proper advertising through all channels and marketing all deals equally.Comcast Timeline Comcast has come a long way since its beginnings as a single-system cable operator in Tupelo, Mississippi in Comcast completes cable system swaps with Adelphia and AT&T Broadband, gaining Adelphia customers in Florida, Indiana, Michigan, New Jersey, New Mexico and Pennsylvania and AT&T Broadband customers in Florida.
Currently in 80 Mattress 1 stores throughout Florida, Comcast Business supports the company’s point-of-sale platform for sales processing and reporting and has allowed the company to significantly improve the level of service its sales and management teams are able to provide to customer in their stores.
Comcast - Improving the Point-of-Sales System words | 20 pages different avenues of sales to meet customer’s individual needs, but the inconsistency in their point-of-sales system has lead to become a problem for quite a few years now.
Comcast employee Erika Fuller taking online classes to learn to handle calls from Comcast customers on Oct. 24, In , a customer's call to Comcast customer service went viral.
One Year in to Comcast’s Massive Customer Service Overhaul. By. Jeff Toister - “It’s not hard for cable companies to improve when their starting point is the cellar.” more focus on customer satisfaction and retention than on sales.
Also, in my view, Comcast has taken on more than it is equipped to handle – TV-Internet-Phone. The main purpose of my investigation was to implement one point-of-sales system to assure that all customers are equally receiving the best possible deals and packages, while continuing to increase video subscribers and its revenue.