Comcast Case Study

Great Essays
Show More
Register to read the introduction… At Comcast, one of the most highly influential and large population job is the Call Center Representative. Some of the job responsibilities in the Call Center include handling incoming calls, in-person lobby traffic, working to resolve customer billing issues, and explaining Comcast’s products and features. If the Call Center were to close or be non-working for an extended period, customers would not have access to the fast, reliable, and respectful services that Comcast promises in the Comcast Customer Guarantee. This level of customer service, professionalism, technical knowledge, and availability is at the forefront of Comcast’s organizational strategy. Throughout the past several years, Comcast has realized that their reputation with their customers and potential customers was damaged by mediocre customer service. This forced them to better align their goals and clearly show that although the products and services they offer may be similar within the industry, they distinguish themselves from the competition through the overall customer service experience they offer at all levels. The outstanding performance in the Call Center proves to be extremely valuable. It acts as the element that brings the personal service to the customer and makes the economic difference when compared to the …show more content…
BWH proactively challenges the high demand by offering a comprehensive flexible benefit program and competitive compensation. Salaries vary from position to position, but the hospital ensures they are always competitive with similar positions in other Boston area hospitals, and in many cases, they exceed those of area hospitals. The hospital uses strong advertising and media campaigns and looks to other labor markets such as educational programs, workers from other industries, and former …show more content…
The company works to provide many opportunities to build a career and targets people that are dedicated to teamwork and customer service. REI attracts external people with a total reward package that includes competitive pay and comprehensive benefits, generous discounts and perks, as well as programs that support good health and work/life balance. It is niche market as the company really looks to recruit those with a love for the outdoors that can in return translate their passion and expertise into a retail

Related Documents

  • Great Essays

    Hrm 531 Week 5 Final Paper
    • 1184 Words
    • 5 Pages

    Hrm 531 Week 5 Final Paper

    Audience Purpose Statement: For this assignment, I am working for a sales company who does business primarily through phone lines. I am one of the higher-ups in charge of maintaining the phone system and I believe that it is time to update the company’s phone system. My audience for this report includes my immediate boss, Jake Boss, who is the head of the phone system. My audience also includes the President of the company, John Doe, and the financial advisor, Jim Goodwithmoney.…

    • 1184 Words
    • 5 Pages
    Great Essays
    Read More
  • Decent Essays

    Case Study: Chick-Fil A
    • 203 Words
    • 1 Pages

    Case Study: Chick-Fil A

    Good evening Beverly, I love your company’s mission statement of prospering as they excel in customer service. I personally believe the two goes “hand in hand.” If the sales representative or associate establishes a great repore with the consumer naturally, the consumer will return and bring a friend. When I think of excellent customer service I immediately think of Chick Fil A. Because of their professionalism, service, and great tasting food I will stand in line or in my car for however long it takes to receive the service they provide.…

    • 203 Words
    • 1 Pages
    Decent Essays
    Read More
  • Great Essays

    Comcast Industry Analysis Paper
    • 1265 Words
    • 6 Pages

    Comcast Industry Analysis Paper

    I would recommend Comcast to offer customers upgrades or other incentive to stay with the company. Educate employees on good Customer service qualities for Comcast company would benefit them at this time as there are many bad reviews in the customer service area. There are also many regulations Comcast must abide by. These regulations mainly state and federal regulations. There is no way around the regulations I would recommend Comcast to abide by the rules so the company does not get punished and charged fees that will cost the…

    • 1265 Words
    • 6 Pages
    Great Essays
    Read More
  • Decent Essays

    Comcast Corporation: Business Analysis
    • 443 Words
    • 2 Pages

    Comcast Corporation: Business Analysis

    Comcast Corporation is the biggest mass media and communication company in the world. Its internet services and telephone services are quite popular in the United States. Among the many services provided by Comcast, many users in the United States use its email services. If you want to experience the world-class email services provided by Comcast, but don't know how to configure this service on your Windows computer, then you need to follow certain steps to configure it properly. You can ask for assistance from Comcast technical support or follow these instructions.…

    • 443 Words
    • 2 Pages
    Decent Essays
    Read More
  • Improved Essays

    Business Strategy Case Study: Delta Airline Industry
    • 919 Words
    • 4 Pages

    Business Strategy Case Study: Delta Airline Industry

    I judge customer satisfaction to be what sets one business apart from others and when achieving long-term sustainability, a business needs brand loyalty that will overpower their competitors. The core competencies of a corporate strategy should be focused on ensuring that the business entity can satisfy the needs and preferences of their customers. This stands as the main determinant in realizing above average returns especially in a highly competitive business environment. High quality service is more appealing and if a company portrays a low-cost image then people will be willing to pay a few more dollars for premium service.…

    • 919 Words
    • 4 Pages
    Improved Essays
    Read More
  • Improved Essays

    Comcast Strengths And Weaknesses
    • 1093 Words
    • 5 Pages

    Comcast Strengths And Weaknesses

    Even though Comcast is the 3rd leading landline telephone provider, it seems that it is a dying market so that is why they are reducing it in their packages, but it would seem that it can still be more costly than beneficial, depending on where they are at. Another weakness that at first seemed like just a local problem in this specific area but after some research, realized not: Their customer service is very poor. After acquiring companies like NBC Universal and others, Comcast didn’t really change up their infrastructure on a local level, like their management for instance, which provided short-term continuity. This lack of control and management from the top to the bottom and not conforming to the changes in an efficient manner led to them having the image of poor customer service. Another problem with their cable company, as reported by some workers and customers, is that their promotional and regular pricing differs by the area they are in, which apparently makes their customer interface difficult to work with because of the differing…

    • 1093 Words
    • 5 Pages
    Improved Essays
    Read More
  • Superior Essays

    Comcast Vision Statement
    • 1262 Words
    • 6 Pages

    Comcast Vision Statement

    Comcast competitiveness within the cable industry Christopher L. Tullos Trident University Abstract The paper reviews Comcast and their position in the volatile market of cable broadcast service and how their guiding principles relate to their primary stakeholders. Strategic management principles were also studied as they relate to the guiding vision of Comcast and how the six basic steps of strategic management relates to the needs and treatment of the primary stakeholders and its effect on the services provided to the consumer. By combining the vision, mission and values of Comcast with the principles of strategic management, primary stakeholders are having their needs met by this practice. Comcast competitiveness…

    • 1262 Words
    • 6 Pages
    Superior Essays
    Read More
  • Decent Essays

    Case Study: REI
    • 54 Words
    • 1 Pages

    Case Study: REI

    REI chooses locations that are more geared for outdoor action and places able to be more strategic for gaining market share. REI stores also tend to cater to the mountain and rock climbers be providing facilities in the stores to practice their trade. 75% of store visitors go online and check out items…

    • 54 Words
    • 1 Pages
    Decent Essays
    Read More
  • Decent Essays

    Verizon Case Study Essay
    • 338 Words
    • 2 Pages

    Verizon Case Study Essay

    I recently was having issues with my cellular phone service carrier Verizon. They were charging me for my equipment when I wasn’t supposed to be charged. I called into customer service several times to express my concerns, and was told each time that a trouble ticket would be put in concerning the issue. However, the problem was not rectified and I was still going to be charge for my equipment when this shouldn’t be the case.…

    • 338 Words
    • 2 Pages
    Decent Essays
    Read More
  • Improved Essays

    Comcast Strengths And Weaknesses
    • 807 Words
    • 4 Pages

    Comcast Strengths And Weaknesses

    Weaknesses • Comcast Corporation currently employs a coaxial cable system for their services which is gradually becoming an outdated technology. • Coaxial cables are expensive to maintain and difficult to install over long distances due to its dependence on internet transmitter hubs to boost the service. • The fiber optics cable system is the technology of the future and Comcast’s reliance on the old coaxial cable system limits their ability to achieve blazing fast internet speed when compared to emerging competitors who are implementing the newer fiber optic system. • Lack of middle-aged executives on the board of directors has led to a lack of fresh and youthful ideas. • With Comcast Corporation being a large company, business ethics pertaining…

    • 807 Words
    • 4 Pages
    Improved Essays
    Read More
  • Improved Essays

    Optoutside Campaign Analysis
    • 2060 Words
    • 9 Pages

    Optoutside Campaign Analysis

    Organization REI Company Overview Recreational Equipment, Inc. (REI), the nation’s largest consumer cooperative was founded in 1938 by climbers looking for quality outdoor gear. Since then, it has grown from being a supply store for mountain climbers to providing a range of gear for outdoor enthusiasts. REI has always been about the joy of outdoor activities for people of all abilities and ages. REI has gained a well-earned reputation for providing great customer service, plus initiatives to support nature and outdoor culture. As a lead retailer in outdoor merchandise, REI has seen great financial gains as a publicly held, not traded company.…

    • 2060 Words
    • 9 Pages
    Improved Essays
    Read More
  • Great Essays

    Verizon Case Study Essay
    • 816 Words
    • 4 Pages

    Verizon Case Study Essay

    1. From the case study I believe that Verizon's current culture combines elements of three different culture types. There are examples of the clan, hierarchical, and adhocracy culture types. The first cultural type, clan, has a heavy emphasis on employee development.…

    • 816 Words
    • 4 Pages
    Great Essays
    Read More
  • Decent Essays

    Explain How Internal And External Customers With Whom IT And Telecoms Professionals Interact.
    • 652 Words
    • 3 Pages

    Explain How Internal And External Customers With Whom IT And Telecoms Professionals Interact.

    Customer Care for it and Telecoms Professionals 1.1 Describe the types of internal and external customers with whom IT and Telecoms Professionals interact Internal customer service is all baces around how the team works together to deliver the best response to customers this could come in the way of a sales repasentiative for the company might be placing orders for a customer but he might not get on very well with the sales team who is taking the order this can sometimes lead to the customer need to wait longer for any questions they might have. External customer is the key source of income to the company. with out good customer service the customer might not want to make a repeat order or cancel his order all together. by the customer doing this it can have a domino effect within the company this leading to management…

    • 652 Words
    • 3 Pages
    Decent Essays
    Read More
  • Improved Essays

    Customer Service Case Study: The Walt Disney Company
    • 1686 Words
    • 7 Pages

    Customer Service Case Study: The Walt Disney Company

    Regardless of how a business deals with its customers, the business has to always use a customer lens, which means the company looks through the customer’s eyes. The Walt Disney Company shines at customer service, and the reason is that the company, in constructing every consumer experience, gazes at everything through the eyes of the consumer. Every time the company comes into contact with the customer, they do it with an experience approach, not a task approach. When businesses enter into their customer connections as tasks rather than experiences, customers feel better handled through the system rather than just feeling appreciated. It is simple to descend into the task approach; it is the experience approach that enhances customer faithfulness.…

    • 1686 Words
    • 7 Pages
    Improved Essays
    Read More
  • Improved Essays

    Verizon Communications Case Study
    • 723 Words
    • 3 Pages

    Verizon Communications Case Study

    KNOWLEDGE MANAGEMENT SYSTEM (INTERNATIONAL) VERIZON Communications,Inc Background of the company Verizon Communications is an American multinational telecommunication provider and the largest wireless communication service provider in the U.S. Verizon was formed on 30th June,2000 as a product from the merging of Bell Atlantic Corp and GTE Group. Although Verizon was formed on the early 21st century, the mergers that formed Verizon already the big name in the telecommunication business and can be traced back to its roots in the beginning of telephone business in the late 19th century. With the merger of two giant telecommunication company, Verizon capable to provide undisputed coverage to all over U.S. Verizon’s 4G LTE network that covers…

    • 723 Words
    • 3 Pages
    Improved Essays
    Read More

Related Topics

Ready To Get Started?
Discover
Company
Follow
©2024 Cram.com
Privacy Policy |  About Ads |  Site Map |  Advertise  | 
  • Cookie Settings