Comcast: A Case Study

*Customer called to check if the scheduled appointment she has for installation today (08/10/2015) will push through. Through probing, CAE identified that the customer is supposed to have internet, TV and security system installed today however there was no specific time provided. CAE had started the call appropriately and assured assistance however, the account was not properly authenticated, the CAE only verified the customer’s service address.

Cx called about her internet that was not working, Cae was able to reflet reason for contact and demonstrate concern by using emphaty/relate statement. Cae was able to authenticate the account and asked probing questions and set customer's' expectation that she might be sending a technician if the issue wasnt resolved. Cae proceeds with the troubleshooting and choose correct ITG however, failed to follow/asked all LOQ's, at mark 06:02 cae asked " how was that Sir? hello?! just tell me when your ready because i need to check my clock" using a disgusting voice. Cae sounded annoyed when asking information that was provided by the customer since cae was having a hard time hearing him, could have asked verifying questions with a good tone of voice

*The supervisor acknowledged customer’s concern. He tried calling CSA to check whether customer’s concern is a scam or not, however he failed to properly set the customer’s expectation. Customer was on hold for more than 7 minutes which could have been avoided if he check the customer back and forth.

Bell California is a small blue collar community which is one of the poorest cities in Los Angeles County, where the politicians had an easy time of taking advantage of the community. There are just two main streets with one having small shops and another a few blocks away with a few commercial stores. Many of the residents that live in Bell work for the city or receive public aid so not many people would speak out against any corruption that might be occurring within the city. Much of the residents are Hispanic or Latino and many do not have a high school education. Because of this fact it made it easy for the local politicians to raise taxes for public services, give city contracts worth tens of millions of dollars to associates and give

Out of every 100 customers 20 had to call again for repeat work installation and service activities .Within a short span of thirty days there were around 16 percent repeat or rework .

Beginning of the call the customer asked to speak to a supervisor due to extreme aggravation and disappointment with customer service. Since previous CAEs had provided false information regarding her technician appointment. Since customer is upset, she demands for a technician appointment for that same day and wants a credit applied to her account for entire month of service. The customer was very specific that she does not want a prorated credit for the lost internet service but for a total worth of 1 month for all her services.

While public purpose challenges are still judged by the Madison Cablevision standard today, the Supreme Court of North Carolina has refined the doctrine’s scope. To start, the court in Maready v. City of Winston-Salem addressed whether a broadly constructed state statute allowing for local economic development could meet the Madison Cablevision standard. Further clarifying the first prong of the Madison Cablevision standard, the court in Maready held that “whether an activity is within the appropriate scope of governmental involvement and is reasonably related to communal needs may be evaluated by determining how similar the activity is to others which this court has held to be within the permissible realm of governmental action.” Maready

o in this scenario for Algebra, our friend pre-ordered an Iphone 7. It asked us to find which is payment plan is better, Verizon or AT&T. Verizon will offer $. 10 per text plus $70 for the activation fee, while AT&T will offer $. 20 per text plus $15 for the activation fee. Both will be good but they both have good payments and bad payments. For example AT&T will be better if if you send more than 125 text, but more expensive if you send less than 125 text. While verizon will be better if you send less than 125 text, but more expensive if you send more than 125 text .

*Customer was about to cancel his service since he’s been having issues with Comcast but the CAE was able to save the customer by providing options however CAE failed to truly convey empathy that could have made the customer feel valued.

Any change in the factors that make up the macro-environment can have a direct impact on the Comcast Corporation. These factors can affect the Porter Five Forces that shape their strategy and their competitive advantage over other firms.

Comcast as the owner of NBCUniversal company since 2011, Comcast is really a developer involving element motion pictures and television programs intended for theatrical event and over-the-air and cable television transmit. Comcast operates multiple cable-only routes (including E! Entertainment Television, this Golf channel, along with NBCSN), over-the-air national sent out network channels (NBC along with Telemundo), this film production studio universal pictures, along with Universal Parks and Resorts, with a world wide entire regarding nearly 200 household amusement destinations along with points of interest from the America as well as some different nations around the world which include U.A.E., To the south Korea, Russia and China, along

After Square Inc. CEO, Jack Dorsey, conducted its annual performance review for its 800 employees he sent an e-mail to its employees to review his performance by submitting anonymous comments. The next day he received more than 500 comments and the overall consensus was that he needed to focus more on the company. Square is no longer the fast growing start-up that intended to disrupt the payments processing industry. The start-up company developed top tier software and a magnetic reader that allows devices to receive payments from major credit card companies converting any mobile device on a point of sale (POS). The company also launched the wallet app that allows users to link their bank accounts with their mobile devices and make purchases online. It is estimated that by the end of 2013 investors had poured around $340 million into the company, which is valued at around $5 billion.

In 2006 Comcast seen an increase in sales revenue for their cable business of 12% (Comcast, 2007). Comcast has continued to see a steady increase in their sales revenue, as sales of cable, telephone, and internet services have continued to rise. Comcast has seen sales revenue increase by at least 5 percent for each of the last 10 years.

Scott adjusted the VISION Procedure and Fee Code List with Cost report so it should now meet NBC physical inventory report needs. Please review this report and send us feedback on it. If the report adequately meets NBC physical inventory needs, I’ll close KACE tickets: 2370, 1342, and 1971.

The first article I chose was called “FCC approves AT&T – DirecTV merger”, written by Jacob Kastrenakes. AT&T paid around $49 billion in order to acquisition DirecTV, which was approved by Federal Communication Commission (FCC). AT&T is the second-largest wireless carrier in the United State and DirecTV is the largest TV provider. By combining these two firms together will have around 26 million TV subscribers and will create the largest pay TV Company in the U.S. A reason Federal Communication Commission (FCC) approved this merger was because the combined firm promised to serve new rural customers. Under the terms of the merger, “DirecTV shareholders received 1.892 shares of AT&T common stock, in addition to $28.50 in cash, per share of DirecTV”.