The RCT Newsletter March 2017

ISSUE WHAT SHOULD

01 MY NAME BE
March
2017 The Monthly Regulatory Compliance Team newsletter

In this issue

Our Newsletter is in The Scorecard Skinny, Process Updates & I need a name P.1
search of a name.
Comcast Connection P.2
Get your creativity
flowing and we would Marketing, Next Tech & Leadership Corner P.3
love to hear your ideas.
Professional Development & Employee Celebrations P.4
Send your ideas by
March 24th to The Scorecard Skinny

[CHQ -- Corporate Work Order Accuracy Tips
Regulatory Leadership
Entering Tickets
Team]
When copying the worklog template from the RCT WorkLog and Hot Topic Cheat Sheet
Process located on the RCT SharePoint, click on the verbiage in the cell and start your copying at
Updates the ‘G’ in Good at the beginning of the verbiage and end the copy at the ‘M’ in team at the
end of the verbiage. This will eliminate the quotations that will need to be removed.
Incomplete Guide
Phase 2 is now in The brief description should provide the Regulatory Agency, if applicable, line of business
production. Continue (LOB) the consumer is having a problem with and a short description of the primary
to use the most concern(s) in the form of a sentence. Please do not include abbreviations or copy the actual
recent version issue type within the brief description.
located on the ECR
SharePoint Site. Resolution

The EAS CC and Please treat child tickets as you would a parent ticket. When addressing a child ticket in the
Descriptive Video additional issue section of the ticket, please be sure to provide a cause and resolution, just
Complaint Process has as you did for the parent ticket above.
been updated and
uploaded to the How to Billing concerns, such as missing payments, final balance and installation charges can be
Guides folder on the investigated without speaking with the customer.
RCT SharePoint.
Response Letters
The Employee Security
Concerns Process has Know your VALUE when preparing and/or approving response letters:
been added to the RCT Validate the company’s position in regards to consumer’s questions and concerns with
SharePoint on 2/28.
clear and concise responses

Allow your message to be stated in short sentences and paragraphs
Letters are a representation of Comcast and should convey a positive image
Use a friendly and polite tone
Errors in grammar, punctuation and spelling make your message seem less credible and

convey an unprofessional image of your business

The RCT Newsletter Issue 01 March 2017 ***Don’t forget to submit your suggestion to name The RCT newsletter***

Additional Companies Owned by Comcast (CMCSA) Comcast
NBCUniversal Media, LLC Stocks

NBCUniversal Media, LLC, is Comcast Corporation's media, content and entertainment arm. NASDAQ: CMCSA
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cable networks, movie studios and theme parks. It is a wholly owned subsidiary of Comcast The Comcast U.S.
Corporation. Employee Stock
Purchase Plan (ESPP)
Comcast Spectacor open enrollment
period for the second
Comcast Spectacor is a live sports and entertainment company based in Philadelphia, quarter of 2017 is
Pennsylvania, the same city where its parent is headquartered. Spectacor owns the March 1-15. The ESPP
Philadelphia Flyers, an NHL hockey team, and operates the Wells Fargo Center sports and offers you an
entertainment arena. opportunity to
purchase shares of
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Class A common stock
Comcast owns popular film studio Universal Studios; it is considered one of Hollywood's "Big at a discount using
6" film studios along with Warner Bros. Entertainment, The Walt Disney Studios, Sony Pictures after-tax payroll
Motion Picture Group, Fox Filmed Entertainment, and Paramount Motion Pictures Group.’’ deductions. Eligible
employees can
Read more: Your Complete Guide to Everything Owned by Comcast (CMCSA) purchase stock at 15%
off the lower of the
Improving the Employee & Customer Experience with NPS Elevations following:
For almost a year now, employees across our company have been putting the Net
Promoter System (NPS) into action. Customer and employee feedback is the cornerstone •The closing price on
of NPS, and by listening, learning and acting on that feedback, we’re addressing gaps in our the first business day
systems, tools, processes and policies and delivering a better customer experience overall. of the quarter

NPS Elevations empower employees to raise issues at the local level and elevate them to •The closing price on
Regional, Divisional or National teams for solutions. Sometimes those solutions result in the last business day of
new, more customer-and employee-friendly ways of doing things. And where it makes the quarter
sense, those changes are scaled, creating a better and more consistent customer and
employee experience companywide. Click here for more
information.
As of 1/24, there are 2,154 NPS Elevations. 1,075 of these Elevations have been resolved
or closed to date. About 93% of Elevations have been resolved at the Division level or
below.

Learn more about NPS Elevations click here

Learn more about the Customer Experience Fact Sheet click here

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Leadership Corner EMPLOYEE OFFERS

Hi Team! Sign up now for XFINITY HOME for only $9.95 a month!

I want to start off by saying • Free installation through March 21st!
thank you to everyone on this • Weekly raffle for FREE XFINITY Home add-ons. The sooner you sign up, the more
team who has made RCT a
great place to work. I have chances you have of winning!
learned so much from • Sign up for XFINITY Home by March 21st and be entered to win one of these great
everyone and it has been a
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• Use with the Connect App to stay connected to family and friends when traveling
It was five years ago this
March that I first started at without using your cellular data.
the Corporate office. While I
held a few different roles, I Blast and Performance Pro Speed Increases!!!
had the fortune of all of those
roles to be under Nicole. I • Employees who already own or lease an XB3 or other compatible device can
have learned so much and I simply power cycle their modems to enjoy the faster speeds.
can’t thank her enough for all
the guidance and support that • Employees without a compatible device will be contacted directly in the coming
she has provided me over the weeks with more information on upgrading their current modem.
years. To my team (Team
Awesome), thank you for • If you have XFINITY Home or are a Multi-Device customer, information on how you
being by my side during my can take advantage of these increased Internet speeds will be sent to your home in
tenure as your supervisor. I the coming weeks
have learned so much from
each and every one of you and Sign up for Courtesy Services
hopefully you have learned a
thing or two from me. I will Next Tech
truly miss you all.
Customer Timeline allows With Customer Timeline, you can very quickly:
While I may be on the other you to view all customer
side of the country, and 3 time interactions with our • See previous support calls and agent
zones away, I will still be with products, services and trouble shooting steps
Comcast. Feel free to reach support channels in a single
out to me anytime for page intuitive interface. • See previous truck roll information
anything you need. I’ll still be When you use Customer • See if the customer has an escalation
in global so I should be easy to Timeline you will be more • Quickly identify recent product errors,
find! If any of you find informed of the customers
yourself out in the Seattle experience and will help e.g. X1 errors, XOD errors
area, please reach out – it you and the customer save • See network outages and degraded
would be great to reconnect. time.
service in real time
Stay awesome RCT. This • See current promotion details and
department has grown and
done so many things over the promotion roll off events
past few years. I’m sure many • View service change and service
great things are yet to come.
confirmation notifications

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Birthdays February March Professional
Development
Work Anniversaries Connie Cannon - 2/2 Maria Graham-Baptist - 3/2
January Alexa Ortiz - 2/11 Shavon Burkett - 3/4 Join an Employee
Justin Buckley - 3/6 Resource Group. To
Elizabeth Morton - 24 years Stephen Nolan - 2/15 Angela Valentine - 3/7 enhance our workforce
Derrick Brown - 18 years Lynnisha Hairston - 2/16 Rueben Negron - 3/10 culture, Comcast
Jeremy Cassell - 9 years Rhiannon Fiocchi - 2/17 Sean Smith - 3/15 cultivates company-wide
Matt Doner - 7 years Employee Resource
February March Groups (ERG) led by
employees with guidance
Angela Valentine - 15 years Alicia Wade-King - 11 years from Executive
Rhiannon Fiocchi - 9 years Raul Beltran - 5 years Champions. The mission
Donte Fisher - 3 years Justin Buckley - 8 years of the ERGs is to empower
a community whose
Pay Dates: collective understanding
3/3 – Regular Pay w/ Overtime, if applicable and innovation drives
3/17 – Merit Increase exceptional business
3/31 – No Medical/Dental/Vison/Life Insurance/Health & Dependent Flex Spending/Commuter results and supports an
inclusive company
Other Dates: culture.
3/17 - Deadline for entering goals and development plans in Self-Service
3/31 - Deadline for submitting 2016 Flexible Spending Account expenses ERGs develop
programming targeting
That’s so regulatory 3 four focus areas 1.
Commerce, 2. Career, 3.
2 Culture and 4. Community.
Join by completing
1 registration on the portal
1 on Comcast Now.

Choose from the 8 groups
by completing the
registration.

Across For more information,
click on the link below
1. Film Company owned by Comcast
Employee Resource
Groups

***Don’t forget to submit your suggestion to name The RCT newsletter*** The RCT Newsletter Issue 01 March 2017