Charle Herrin, who was promoted to work on Comcast’s customer service problem last year, said that the company will be successful when their customers see and feel the change in every interaction with Comcast, from when they first order and use their products to the way they communicate with them or respond to any issues they may be experiencing.
Comcast said that the goal is to reach 100 percent timeliness for service appointments. The company said they want to reach that goal by the third quarter of this year.
According to Arstechnica, Comast still gives itself a a window of two hours for each appointment.
Jenn Khoury, a spokesperson for Comcast, said that customers had to request the credits before, but now customers will automatically be getting the $20 credit if the tech doesn’t show up on time. The company has actually been making the $20 guarantee for years now.
Comcast has also made other promises, such as simplifying billing, as well as create better policies to provide greater transparency, as well as consistency to customers.
