Compliance Connection May 2017

IS SUE
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May
2017


In this issue
Coming together is a beginning. The Scorecard Skinny, Process Updates P.1

Keeping together is progress. The More You Know P.2
Working together is success. Leadership Corner, Marketing, Next Tech P.3

-Henry Ford Employee Celebrations, Career Profile and Fun P.4

The Scorecard Skinny

PROCESS Work Order Accuracy Tips
UPDATES
Entering Tickets
New process The lifecycle of the ticket begins when entering the escalation or complaint within Remedy. Please ensure you
documents have are reading the consumer’s complaint in its entirety in order to identify all issues that should be included within
the ticket.
been added to the
1. In the brief description, do not use unfamiliar short hand notations, abbreviations, jargon or Comcast
‘How to Guides’ specific internal terminology. Please write the brief description in a complete sentence.
folder on the RCT
2. All required fields within the ticket should include accurate information. Please be sure to select the
Sharepoint on
accurate drop down for the ticket type field within the Remedy ticket in order to ensure the ticket is
4.20.17 routed to the appropriate department.
3. Use the correct worklog entry from the RCT Worklog Template spreadsheet. The subject drop-down for
o Entering the worklog will be ‘New Regulatory Case’.
Broadcast Fee
4. Review the ticket for accuracy and grammar prior to assigning to the appropriate department.
o Entering
Regional Sports Resolution
Fee Please remember to do the following:
o Entering Value 1. Remember you can change the Issue Type based off the investigation, if needed.
Add Tickets 2. Remember you can find the agent(s) Op ID in CSG in the Order History screen under Entered On/By
Example: 03/21/2017 ABC N40R, ABC is the agent ID.
3. Please remember the cause of problem and resolution drop down selections and Resolution Steps
should be in sync with each other and not conflict with each other.
An RCT Technical
4. Please ensure that any rude behavior claim filed by our customers has been fully investigated by the
One Sheet Folder appropriate group or team. The details explaining how a rude behavior ticket has been addressed and
has been created for resolved should be based on what Comcast has discovered during its investigation and not based on
what the customer has said or claimed.
the RCT SharePoint.

The folder currently Response Letter
contains an X-Ray
We have seen an improvement with the response letter process. The team is achieving great success and we are
and Commercial
confident this trend will continue. We thank you for the direct impact you have on our customers on a daily basis
Workbench job aide as well as your contribution to the business. Your success plays a part in the Customer Experience, Net Promotor
for review. System, Net Promoter Score and so much more!

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Compliance Connection Issue 02 April 2017 Compliance Connection Issue 03 May 2017

X1 Help at the Touch of a
Button

We’re solving common
customer issues and delivering a
better customer experience
even faster with X1.

X1 has changed the way our

It is that time of year to start planning some summertime activities. SpendSmart has discounts for customers experience TV, and
you on family fun – we want them to feel the same
way about our service too. If
Check out the Entertainment & Activities Category to: customers experience an issue
 Save 40% off Six Flags with their X1, we offer several
 Save 35% off Sesame Place easy self-service repair options
 Find discounts on great restaurants to get them back to the
entertainment they love as
Check out the Travel Category for discounts on: quickly as possible. Customers
 Cruises can troubleshoot directly from
 Flights their TV screen, using their
 Hotels remote or the My Account app,
 Apple Vacations without having to call us or even
 Cheap Caribbean leave their couch.
 And Much, Much More……
Some of the troubleshooting

Search Museum and find: features available on X1 include:
System Refresh – In about 10
 2 Free Tickets for The Philadelphia Museum of Art
minutes, customers can
 20% off tickets for Adventure Aquarium Camden, NJ
complete a full X1 System

Refresh that scans their devices
Click Here or type www.spendsmartandsave.com in your browser.
and account to make sure
everything is working as it
should be. A System Refresh will
address most customers’
Comcast is helping its employees earn a college degree in partnership with College for America at technical issues, and you can

Southern New Hampshire University, a nonprofit, fully accredited college built specifically to help
launch it from anywhere with
working adults succeed. the My Account app or directly
through the Help menu on X1.
100% of costs reimbursed
• Comcast will cover 100% of the cost of approved degree programs* for eligible employees who Remote Setup – Customers can
meet the criteria of the Tuition Assistance Program set up, sync and pair their X1
*Approved degree programs include: Associate of Arts in General Studies, Bachelor of Arts in Management, voice remote with their TV and a
and Bachelor of Arts in Communications variety of audio devices.
• For those who are not eligible, the tuition is only $3,000 per year
• Federal student aid and financing available for all programs Check for Outages – Customers
can verify whether the issue

they’re experiencing is specific
www.collegeforamerica.org/comcast to their X1 or due to an outage
in the area.


Now, when customers call to
speak with an agent and indicate
XFINITY Mobile is a new wireless service designed for the way people use their phones today, with that their X1 isn’t working as it
the internet and data at the center of the experience. should, the system
automatically triggers the Help
XFINITY Mobile uses America's largest, most reliable 4G LTE network along with our existing Wi-Fi menu to appear on their TV
network to provide consumers with a better wireless experience, for less money, on today's most screen with step-by-step
instructions on how to resolve
popular devices. By auto-connecting customers to millions of our Wi-Fi hotspots, we can reduce their
the problem on their own.
dependence on cellular data, allowing them to save money.
Customers will also hear a
XFINITY Mobile Purchase Experience – Take a sneak peek at what our customers’ experience will be message directing them to check
when purchasing Xfinity Mobile with the XFINITY Mobile buy flow experience. out their TV screen, so even if
they’re in the kitchen, they’ll
Please see more information, including a fact sheet, FAQs and more at XFINITY Mobile know troubleshooting steps just
popped up on their TV.

Compliance Connection Issue 03 May 2017

Compliance Connection Issue 03 May 2017


LEADERSHIP CORNER

Greetings, Team.
As some of you are aware, I am Incentives for your well-being:
currently in the process of completing

my cross-county move to Philadelphia. Fitness Program Reimbursement
I'm going to be located here at 2 Logan o Get up to $150 back for joining and using an approved gym!
full time. While this is the second such o To find approved fitness programs and gyms log on to ibxpress.com, select Health and Wellness,
adventure out to the area in the last then choose Discounts and Reimbursements.
few years with my wife Jenna and our o RECORD YOUR WORKOUTS using either an automated system, a fitness handbook provided by
4 year old German Shepherd, it's the IBC, or a printout from your fitness facility.
most exciting! I'm no stranger to o Request reimbursement!
Philly but will take any tips and tricks  You must complete 120 workouts within 365 days to qualify.
available.

Weight Loss Program Reimbursement
I wanted to start by sharing my deep
o Get up to $200 when you attend an approved weight-loss program!
appreciation for the entire team in
o Sign up for an approved weight-loss program and register for the “Healthy Weight, Healthy You”
welcoming me to the family. While
program.
there have been a few changes in the
o Request reimbursement!
last couple of years, I truly feel that we
 Choose Weight Watchers® and attend weekly meetings, or opt for an approved weight
are now positioned in the best
management program based at a network hospital.
possible way, organizationally, to

support our customers and each other. If you like, you may join more than one program per year; however, the maximum
reimbursement you can receive is $200 total per year.
You will hear me talk about our 5

pillars of success in coming town hall Tobacco Cessation Reward
meetings; they are based on o Get up to $200 back when you complete a program to help you quit!
Highlighting Achievements, o Select and sign up for a program to help you quit.
Transparency, Eliminating Risk to the
 Eligible programs include those that focus on behavior modification and provide
business, Execution Excellence and
frequent and regular support such as weekly meetings.
Collaboration. I believe this team
o Complete your participation in the approved program.
already exhibits these qualities and we
o Request reimbursement!
will continue to look for ways to

ensure these remain cornerstones in For more information on incentive programs and to find the form to request your reimbursement visit
our everyday efforts. The work you all these links!
do is challenging, that's why you have
been selected to support it. Our https://my-benefits.ehr.com/US2/EN/ResourceLibrary/IBC_Wellness_Reimbursement_Form.PDF
customers are starting to see the
https://my-benefits.ehr.com/US2/EN/ResourceLibrary/UHCWellnessReimbursementForm.pdf
incremental improvements to our
customer service strategy, as seen in https://my-benefits.ehr.com/US2/EN/ResourceLibrary/Aetna_Wellness_Reimbursement_Form.PDF
the NPS scores, and this team will
NEXT TECH
continue to lead the way in helping us
all get better. I'm honored to have the
opportunity to support this team of XFINTY xFi
rock stars!
XFINITY xFi will change the way you Wi-Fi with a whole new way to personalize and control your home
network. With xFi, you can set up your home Wi-Fi and be online in minutes, find your Wi-Fi password,
My personal motto as a leader has
know who's online, troubleshoot issues and even pause Wi-Fi access during dinner time.
been "I don't shine if you don't
•
shine." I will make sure that this team View and change your Wi-Fi name and password.
• See what devices are connected to your home network and give them nicknames for easy
continues to get the recognition it
reference.
deserves while looking for ways for us
• Create profiles to group devices by family member.
to continue to improve, seeking
• See who is most active on your home network and when.
opportunities for all to showcase their • Set Parental Controls and bedtime schedules to ensure your kids access appropriate content at the
skills. Thank you for all that you do in
right times.
behalf of our customers and one • Instantly pause Wi-Fi access for any device or profile.
another. We will work hard and have • Troubleshoot issues without calling customer service.
fun doing it!! • Access advanced features to further customize your home network.
• Access your home network information on XFINITY X1 (for X1 customers with an eligible TV box).
Justin Greenbaum
Einstein Doc ID: HOW11642

5/15 – Nancy Carr Nadine Willis – 15 Years
5/29 - Jeremy Cassell Sean Smith – 4 Years
Complete Your Career
Profile in Employee
Self-Service Today
Pay Dates:
The Career Profile in the Career
5/12 – Pay Day with Q1 Customer Experience Bonus Payout and Job section of ESS is a
5/26 – Pay Day
critical tool that Comcast HR
Other Dates: and leaders use to assess
internal talent annually. It is like
5/1 – 5/19 – ‘Your Voice’ survey is tentative an internal LinkedIn profile that
5/26 – Headquarters offices close at 2pm
makes it easy for you to
5/29 – Memorial day – Headquarters offices closed
promote your personal brand –
and easy for Comcast to find
great talent when there are job
openings, development
opportunities, and special
projects. It is your passport to
progress at Comcast.

You can access it directly from

your ComcastNow profile—
which you can find by clicking
on your photo at the top right
corner of any ComcastNow
page.
Take Action: Start Updating

Your Career Profile Today to
Position Yourself to Grow Your
Career!
• Use the Career
Profile to promote
your professional
brand so that internal
recruiters can identify
you for new roles,

special projects, and
development
opportunities.
• Need help powering
up your profile? Read
this quick-start
guide to learn how you
can make your profile
stand out.




To see upcoming events happening at the Comcast Center, Be sure to check https://www.comcastnow.com/.
Select HQ and Cable Division, Departments & Function, Headquarters, What’s Happening Issue 03 May 2017