December 3, 2015 |
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.
October 31, 2015 |
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.
October 9, 2015 |
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.
August 21, 2015 |
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.
August 17, 2015 |
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.
June 15, 2015 |
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.
June 3, 2015 |
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.
May 7, 2015 |
CHICAGO - Comcast's unhappy customers finally have gotten through to the nation's largest cable television company. Comcast Corp. said Tuesday that it would hire 5,500 additional customer-service workers in the United States and hundreds of new service technicians, as part of a broad plan to improve its poorly rated service operations. The company has been bashed nationwide by cable and Internet subscribers as unresponsive and rude. CEO Brian Roberts told reporters that the customer backlash had served as a "rallying cry to rethink how we do business.
April 27, 2015 |
MUCH AS I've enjoyed playing intermediary between screwed-over Comcast customers and Comcast bigwigs who might unscrew them, I'm looking forward to a break as the city takes over the gig for a week. So if you're stuck in Comcast's seventh circle of customer hell, mark your calendars. Starting Tuesday, the city will be holding six public forums you can dish about the telecommunications giant, which is looking to renew its franchise with Philadelphia. It's a 15-year-deal, so speak now or forever hold your rage.
April 14, 2015
"TOO BIG to fail" describes the notion that a business is so large and important to the economy that government must do anything to prevent its failure. That term gained currency during the banking debacle that led to the Great Recession. If you were a victim, "too big to fail" carries a promise of protection that suggests that some companies are, in fact, too big to question. One bright spot in the post-recession era is that more big companies are being subject to greater scrutiny and questions.