Assignment Description: at least 3 pages
Read the Case Study Guidelines document in the content section of our course D2L site. Please follow the guidelines in completing the case study.
Read the two articles included below relating to Comcast's customer service.
Article 1 Announcement by Neil Smit, President and Chief executive officer ,Comcast cable September 2014.
Article 2 Comcast corporation customer service problem keep on coming by Daniel B. Kline March 1, 2015.
Complete and submit the case study in accordance with the Case Study Guidelines document.
1. Do some additional outside research on Comcast's approach to customer service. Cite your sources and discuss what you believe to be the root cause of the customer service problems at Comcast.
2. If you were Mr. Herrin and recently appointed as Senior Vice President, Customer Experience at Comcast
What actions would you take to improve customer service?
Use at least 4 specific concepts from chapter 8 (Managing Customer Service) in our text to support your answer. At least 3 pages for the case study including : Summary, Backgroung, Analysis, and Insights/Recommendations.