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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.
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
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.
BUSINESS
October 1, 2014 | By Bob Fernandez, Inquirer Staff Writer
After an epic breakdown in customer service this summer, Comcast Corp. has appointed a fast-rising executive, Charlie Herrin, to a new position with broad powers to fix Comcast's relationship with its customers. Herrin, 44, ran the team that developed Comcast's interactive X1 TV guide. He now has been named senior vice president of customer experience. Herrin joins Tom Karinshak, senior vice president for customer service, and Patrick O'Hare, senior vice president of field operations, in a sector of Comcast business with more than 50 call centers and tens of thousands of customer service employees and technicians.
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?
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.
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ARTICLES BY DATE
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.
NEWS
May 7, 2015 | By Bob Fernandez, Inquirer Staff Writer
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.
NEWS
April 27, 2015 | By Ronnie Polaneczky, Daily News Columnist
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.
NEWS
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.
NEWS
April 11, 2015 | By Tricia L. Nadolny, Inquirer Staff Writer
More than a quarter of Comcast cable subscribers in Philadelphia are dissatisfied with their service, according to a long-awaited report released by the city as it prepares to negotiate a multiyear franchise agreement with the telecommunications giant. Mayor Nutter said the city will press Comcast Corp. to improve those numbers, and will seek a dramatic increase in broadband access across the city. Specifically, he called for Comcast to provide free broadband in underserved neighborhoods and high-speed broadband capacity at libraries and other key locations.
BUSINESS
March 25, 2015 | By Bob Fernandez, Inquirer Staff Writer
Tweeting and Facebooking with Comcast Corp. will get easier. The cable giant said Monday that it will triple its social-media employees to 60 by this summer as part of its flagging customer-service operations. Social-media employees respond to questions or concerns on Twitter, Facebook, and Comcast support forums. The hiring will be done in Philadelphia and Denver by this summer. "Wherever our customers are asking questions, that's where we want to be," Comcast spokeswoman Kate Finn said.
NEWS
March 16, 2015 | By Ronnie Polaneczky, Daily News Columnist
SWEET SPRING breezes will grace us in a week. Let me start the spring cleaning by tying up loose ends on some recent columns. I am tickled to report that Malcolm Monk has found kin of Joe Gumpper, the World War II soldier he befriended 70 years ago . Monk was 10 and living with his family in the tiny village of Painswick, England, when they all met Gumpper, a Philly native and U.S. Army technician with the 164th Engineer Combat Battalion....
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