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News : Comcast Adds Nashville Store to Boost Customer Service
Oct 8, 2014 -- As Comcast seeks to repair its tarnished customer service reputation nationally, a local effort is underway in the form of brick-and-mortar stores.
The telecom provider is planning three Xfinity Customer Centers in the Nashville area, with the first set to open Wednesday at 2400 Franklin Pike. Another store is expected to open by year-end in Murfreesboro, and a second Nashville store is planned for 2015.
"We recognize that enhancing the customer service experience is one of the most important things we can do as a company," said Comcast spokesman Alex Horwitz. "We want to make sure we are doing that in Nashville."
At the stores, customers can pay bills, address service or equipment needs, and try out new products in person, rather than research online or risk long wait periods on the phone. Three customer centers already exist in Atlanta, and more are planned for Charleston, S.C.; Savannah and Augusta, Ga.; and Memphis.
Mending relations with customers is no small challenge for Comcast. The company was dubbed "worst company" in 2014 and 2010 by the Consumerist, a Consumer Reports subsidiary, and it recently scored at the bottom of a customer satisfaction index by the University of Michigan — with only Time Warner Cable, the company it seeks to merge with, scoring lower.
Comcast CEO Neil Smit acknowledged the need to improve the company’s customer service in a Sept. 26 blog post announcing a new customer experience executive. He emphasized that service should be as important as Comcast’s technology offerings and pointed to steps the company has taken to reduce frustrations, such as shortening the window for installations to one to two hours from four hours.
"While we’ve made progress, we need to do a better job to make sure those interactions are excellent," Smit said on the website. "… Transformation isn’t going to happen overnight. In fact, it may take a few years before we can honestly say that a great customer experience is something we’re known for. But that is our goal and our number one priority."
Based on consumer surveys, Atlanta customers have reported improvements in wait time, customer satisfaction and transaction convenience of greater than 10 percent compared with last year, which the company attributes to being able to help consumers in person, Horwitz said.
Posted by Veronica Silva Cusi, news correspondent
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Comcast Corporation, founded in 1963, is a cable operator in the United States, providing cable television, broadband Internet, and telephone service to both residential and commercial customers. Comcast is headquartered in the One Comcast Center in Center City, Philadelphia, Pennsylvania.
Published: Friday, October 10, 2014