Comcast - Improving the Point-of-Sales System
Executive Summary
Customers need to know that they are receiving the best deals possible regardless of how they are signing up for their services. Comcast has different avenues of sales to meet customer’s individual needs, but the inconsistency in their point-of-sales system has lead to become a problem for quite a few years now. This report was written at the request of Neil Smit, Chief Executive Officer, to explore options for Comcast, which has been experienced a decrease in video subscribers. The main purpose of my investigation was to implement one point-of-sales system to assure that all customers are equally receiving the best possible deals and packages, while continuing to increase video subscribers and its revenue.
The information presented in this report includes:
Comcast - Basic History, Video Revenues Then and Now
Comcast is a leading provider of video, high-speed Internet, and phone services, even ahead of satellite-based leader DIRECTV. In 2009, they provided services to approximately 23.6 million video subscribers, 15.9 million high-speed Internet customers, and 7.6 million phone customers (Comcast.com). Despite its gradual decrease in video subscribers, Comcast’s residential video sales in 2011 was $19,625 million, which was an increase of 1.3% from 2010 (Hoovers.com). This leads me to believe that despite the slow decrease in subscribers, Comcast is still able to offer great deals and packages to customers. What needs to be assured is that all customers are equally receiving the best possible deals and packages available.
Knowledgeable Customer Service Representatives
To ensure a customer service representative is knowledgeable, a company typically has some form of a training period that’s normally completed shortly after hiring a new employee. Training specialists cover all of the company’s policies and procedures for handling customer inquiries and begin to introduce the new representative to the daily work life in a customer
Customers need to know that they are receiving the best deals possible regardless of how they are signing up for their services. Comcast has different avenues of sales to meet customer’s individual needs, but the inconsistency in their point-of-sales system has lead to become a problem for quite a few years now. This report was written at the request of Neil Smit, Chief Executive Officer, to explore options for Comcast, which has been experienced a decrease in video subscribers. The main purpose of my investigation was to implement one point-of-sales system to assure that all customers are equally receiving the best possible deals and packages, while continuing to increase video subscribers and its revenue.
The information presented in this report includes:
Comcast - Basic History, Video Revenues Then and Now
Comcast is a leading provider of video, high-speed Internet, and phone services, even ahead of satellite-based leader DIRECTV. In 2009, they provided services to approximately 23.6 million video subscribers, 15.9 million high-speed Internet customers, and 7.6 million phone customers (Comcast.com). Despite its gradual decrease in video subscribers, Comcast’s residential video sales in 2011 was $19,625 million, which was an increase of 1.3% from 2010 (Hoovers.com). This leads me to believe that despite the slow decrease in subscribers, Comcast is still able to offer great deals and packages to customers. What needs to be assured is that all customers are equally receiving the best possible deals and packages available.
Knowledgeable Customer Service Representatives
To ensure a customer service representative is knowledgeable, a company typically has some form of a training period that’s normally completed shortly after hiring a new employee. Training specialists cover all of the company’s policies and procedures for handling customer inquiries and begin to introduce the new representative to the daily work life in a customer