Mediacom institutes 30-minute appointment windows
Michelle Clancy ©RapidTVNews | 20-03-2012
In a time when cable and pay-TV operators consistently earn bottom-of-the-barrel marks for customer satisfaction, No. 8 US cable MSO Mediacom Communications has unveiled several major customer service enhancements, including money-back guarantees.
"We spent a lot time talking to people that live and work in the markets Mediacom serves about how we could improve the customer experience," said David McNaughton, Mediacom's senior vice president of marketing. "We found that customers wanted appointments that fit easily within their busy lives and service technicians that they don't have to wait on to arrive. In short, they wanted their interaction with Mediacom to be simple and easy."
To that end, Mediacom is introducing night and weekend appointments and 30-minute appointment arrival windows, so customers can schedule service calls when it is most convenient for them. The industry standard, in contrast, is four-hour service arrival windows on weekdays, which requires consumers to be home during the working day for long swaths.
"In addition to expanding service hours and shortening appointment windows, we wanted to prove to our customers that we fully stand behind the products and services we sell," continued McNaughton. "So we have also introduced a 90-day money-back guarantee to give new customers the confidence that choosing Mediacom is the right decision."
And in the coming weeks Mediacom customers will also notice a new uniform being worn by Mediacom's front line employees.
"We believe this fresh new look will help convey a sense of consistency and professionalism to the customers we serve, and promote a spirit of teamwork and pride within our workforce," concluded McNaughton.