Comcast Creates 5,500 Jobs to Improve Customer Service

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Comcast Corp., the biggest U.S. cable-TV provider, will create more than 5,500 jobs during the next few years to improve customer service.

Three new customer-support centers employing 2,000 workers will be set up in Albuquerque, New Mexico; Spokane, Washington; and Tucson, Arizona, Comcast said Tuesday in a statement. It also set a goal for punctual service and will credit customers $20 if a technician is late to an appointment.

“This transformation is about shifting our mindset to be completely focused on the customer,” Neil Smit, chief executive officer of Comcast’s cable unit, said in the statement. “It’s about respecting their time, being more proactive, doing what’s right and never being satisfied with good enough.”

Comcast’s plan includes hiring hundreds of additional technicians and tripling the size of the social media team to respond to customers on Twitter, Facebook and other sites. Cable companies have been plagued by poor customer support. Subscription-TV and Internet-service providers sank to the bottom of the the University of Michigan’s American Customer Satisfaction Index last year, out of 43 industries. Philadelphia-based Comcast and competitor Time Warner Cable Inc., based in New York, had the most dissatisfied customers.

In April, the city of Philadelphia issued a report criticizing Comcast’s service. The wait times for customer calls fell short of standards set by the Federal Communications Commission, according to the report.

Starting this year, all Comcast employees, including senior management, will be required to have additional customer-service training annually, according to the statement.

On April 24, Comcast dropped its plan to merge with Time Warner after facing regulatory obstacles.

(An earlier version of this story was corrected to fix Smit’s title.)


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