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Customer Service

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NEWS
January 31, 2015 | By Bob Fernandez, Inquirer Staff Writer
Comcast Corp.'s national reputation for shaky customer service was rocked again Thursday, and in a particularly unseemly and profane fashion. A customer in Spokane, Wash., said the cable-TV giant changed his first name on his bill and his online account after he canceled his cable service because of financial hardships. A worker substituted his actual first name, Ricardo, with a vulgarity in its billing system. Charles Herrin, senior vice president for Comcast customer experience, personally apologized to the Browns in a phone call and said Thursday in a blog posting that it was an "unacceptable situation.
NEWS
September 10, 2000
What's your experience of customer service? Is it getting better? Worse? We'd like to hear from customers, workers and managers alike. Send essays of 200 to 300 words by Sept. 18 to Voices/Service, The Inquirer, Box 41705, Philadelphia, Pa. 19101. Send faxes to 215-854-4483 or e-mail to inquirer.letters@phillynews.com Questions? Call Kevin Ferris, readers' editor, at 215-854-4543.
NEWS
May 17, 2002
I RECENTLY went to the Wal-Mart in South Philadelphia to shop for garden plants. I took four SEPTA buses to get there. When I arrived, I went through this non-automatic door and immediately was set upon by an employee, who told me "Wrong door. " The store was crowded and there were numerous people right outside the store collecting for charity and it was hard to tell exactly which doors to use. When I have been in that Wal-Mart on a few other occasions, some of the employees did not know how to properly treat the customers.
NEWS
January 29, 1995 | By Rhonda Goodman, INQUIRER CORRESPONDENT
What you don't know about your customers can hurt your business. So, on Wednesday, the North Penn Chamber of Commerce will co-sponsor a customer service workshop designed to show businesses how to identify service problems and eliminate them. The discussion will include tips on improving service quality and enhancing word-of-mouth reputation. Admission is free, but seating is limited. The program is scheduled from 8 to 9:30 a.m. in the Centre Court Conference Center at the Best Western Hotel, Route 309 and Stump Road, Montgomeryville.
BUSINESS
June 11, 2016 | By Bob Fernandez, Staff Writer
Responding to years of complaints over customer service and billing practices by cable and satellite-TV companies, the U.S. Senate Permanent Subcommittee is poised to release its findings from a year-long probe into the industry, Sen. Claire McCaskill (D., Mo.) and Sen. Rob Portman (R., Ohio) announced on Thursday. The subcommittee - which also has investigated human trafficking and a U.S.-funded counternarcotics program in Afghanistan - subpoenaed documents from pay-TV companies and solicited comments on customer experiences.
NEWS
February 25, 2002 | By Terri Akman
Customer service. These are seemingly helpful, friendly words, but in reality they get my blood pressure soaring, my temple throbbing, and my hands shaking. The mere thought of customer service conjures images of waiting on hold indefinitely, or pressing the wrong button only to end up listening to a help menu in a foreign language. In these times of a weakened economy but renewed national pride, some companies have greatly improved their dealings with their paying customers. Others, unfortunately, have not. Like many families, we own cellular phones.
BUSINESS
August 29, 1989 | By Tom Belden, Inquirer Staff Writer
Conrail yesterday named the veteran manager of its rail-car fleet to the new job of vice president of customer service, a move the railroad said emphasized its need to be more competitive with the door-to-door service of trucking companies. The new post was filled by Ralph von dem Hagen, who has been assistant vice president for car management since 1984. In that job, he managed the rail-car fleet, matching customer orders with available equipment. Chairman James A. Hagen said that although Conrail provided good service, it could be better.
NEWS
December 5, 2014 | By Steve and Mia
Q: There is a young woman who works at the branch where I bank. I think she flirts with me but I'm not sure. She seems to go out of her way to greet me, and she always holds small conversations with me. I walked in one day when the bank was fairly empty. She was talking to a couple of female coworkers when all three glanced my way, smiled and then giggled like schoolgirls. She is attractive and I have been told I am also. My question is, how can I tell the difference between good customer service and flirting?
NEWS
November 7, 2000 | By Dave Barry
Recently, I had a great idea while waiting on hold for Customer Service. That's pretty much all I do these days: Wait for Customer Service. My call is important to them. They have told me this many times in a sincere recorded message. They can't wait to serve me! They will answer my call just as soon as they finish serving the entire population of mainland China. It's my own darned fault that I need to speak to Customer Service. We made a really stupid homeowner mistake: We moved to another house.
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ARTICLES BY DATE
BUSINESS
June 11, 2016 | By Bob Fernandez, Staff Writer
Responding to years of complaints over customer service and billing practices by cable and satellite-TV companies, the U.S. Senate Permanent Subcommittee is poised to release its findings from a year-long probe into the industry, Sen. Claire McCaskill (D., Mo.) and Sen. Rob Portman (R., Ohio) announced on Thursday. The subcommittee - which also has investigated human trafficking and a U.S.-funded counternarcotics program in Afghanistan - subpoenaed documents from pay-TV companies and solicited comments on customer experiences.
BUSINESS
June 2, 2016 | By Bob Fernandez, Staff Writer
Comcast - whose customer service ratings tanked during its failed $45 billion deal for Time Warner Cable - has made substantial improvements in customer satisfaction, according to the American Customer Satisfaction Index to be released Wednesday. The Philadelphia company's 2016 score jumped about 15 percent in the pay-TV category to 62 from 54 a year ago, and about 5 percent in high-speed internet to 59 from 56. The index is a 100-point scale and based on consumer responses to questions on price, reliability, and service quality.
NEWS
February 25, 2016
Police are hunting for the hothead who chucked a ceramic mug and other countertop items at a Dunkin' Donuts employee in a freakout over customer service. The incident happened at 6:50 a.m. Feb. 12 at the Dunkin' Donuts at 1551 Washington Ave. in Southwest Center City. A woman placed an order, but grew furious within seconds, shouting and gesturing at the worker behind the counter, according to surveillance video. She knocked things down on the counter and then hurled the ceramic mug, which is used for tips, a display box and other items at the manager, the video shows.
NEWS
December 3, 2015 | BY MENSAH M. DEAN, Daily News Staff Writer deanm@phillynews.com, 215-854-4172
A CITY COUNCIL committee had breaking news for Comcast yesterday: The company has to agree to pay employees higher wages and expand customer service in exchange for Council to renew its 15-year franchise agreement. Specifically, the committee asked Comcast to agree to expand access to its Internet Essentials service for low-income families, to increase technical education opportunities for school district students, and to pay employees - including those who work for contractors and subcontractors - at least $15 an hour.
NEWS
October 31, 2015 | By Amy S. Rosenberg, Inquirer Staff Writer
ATLANTIC CITY - Former casino workers in this economically battered city will be among the first batch of workers to staff the new Atlantic City Contact Center. Apparently, dealing with a gambling clientele that may or may not have won money is good training for telemarketing, where workers will be dealing with people who may or may not want their product. And perhaps there was no better experience for those tough calls than at Revel, said Deborah Shurig, 57, who worked at the defunct casino in customer service and sales.
BUSINESS
October 9, 2015 | By Bob Fernandez, Inquirer Staff Writer
Two guys in Oakland, Calif., one 24 and the other 26 years old, are offering a $5 service for people to cancel their Comcast cable-TV subscription. Whether the service will work, who knows because it's too early to tell. This much is clear: They are a national sensation since launching last week, featured in stories on Yahoo, CNNMoney, Reddit, and Kai Ryssdal's Marketplace radio show. Within hours of going live online on Friday, the company's website, airpaperinc.com, had 500 to 600 people looking at it simultaneously.
BUSINESS
August 21, 2015 | By Paul Nussbaum, Inquirer Staff Writer
SEPTA general manager Joseph M. Casey will step down on Sept. 30, after seven years in the position and 34 years with SEPTA. The leading candidate to replace Casey, an accountant, is deputy general manager Jeffrey D. Knueppel, a professional engineer in charge of rebuilding much of SEPTA's infrastructure. SEPTA's board of directors is expected to name Casey's replacement next month. Casey's tenure was marked by increasing ridership, improved state funding, new trains and buses, and national recognition: In 2012, SEPTA was named the best large transit system in North America by the American Public Transportation Association, and this year, SEPTA placed 33d in Forbes magazine's list of the nation's 500 best employers.
BUSINESS
August 17, 2015 | By Bob Fernandez, Inquirer Staff Writer
The conference calls begin at 9 a.m. sharp each Monday on the 22d floor of the Comcast Center. There was Charlie Herrin, the head of customer experience in jeans and a blazer, at the table leading the call of about 30 executives and managers, seeking to ease customers' frustrations. This was the new base for a reimagined Comcast, one in which its millions of subscribers are happy and the company anticipates problems before they go viral. First up last Monday was a discussion of Comcast bills.
NEWS
June 15, 2015 | By Craig LaBan, Inquirer Restaurant Critic
Everyone knows the chef's name. After all, this story began at a ristorante called Vetri. But behind every Marc Vetri success, and the company's growing roster of Italian concepts, the chef's longtime business partner and dining room alter ego, Jeff Benjamin, has been there every step of the way. He's Mr. Logistic to the Pasta Maestro, making sure the inspired plates are delivered with hospitality and grace. Multiple nods from the James Beard Foundation as one of America's best service teams attest to that achievement.
BUSINESS
June 3, 2015 | By Bob Fernandez, Inquirer Staff Writer
Comcast Corp.'s customer service satisfaction grade for television and Internet services slipped from a year ago and remains among the worst of all U.S. brands and services, according to the 2015 American Customer Satisfaction Index to be released Tuesday. Over the last year, the satisfaction score for Comcast's TV service declined 10 percent - steeper than the average 3.1 percent decline for the telecommunications industry - to 54. Satisfaction with Comcast's Internet service fell 2 percent, to a score of 56 - the lowest in the sector in the new report.
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