Compliance Connection September 2017 EJP 8.30

ISSUE

05

September 2017

In this issue

The Scorecard Skinny P.1
Comcast Connection, Process Updates P.2
Next Tech; Career Corner: Tips for Success P.3
Employee Celebrations, Fall Fashion Files, Games P.4

The Scorecard Skinny

Entering Tickets

UBB Policy Only Complaints - If a customer files a UBB Policy only complaint, those are not to be
labeled as Hot Topics and are to be handled by the market. If the customer is disputing more than a policy only
complaint, those will go to SPA and will require legal review/approval. Please see Data Allowance Policy Only Process.

Regulatory Tab Information – Please ensure that the case number listed within the complaint, as well as all mandatory
dates are listed accurately within the Regulatory Tab of the Remedy ticket.

Resolving Tickets

There are numerous options that require the “Responsible Department” & the “Operator ID”, but are not being captured
in the Ticket Specifics area as required. Below is a list of the most frequently used options that required this information
but was not provided:

 Conflicting Information Given Regarding

 Inaccurate Info Provided Regarding Process/ Procedure

 Provided Inaccurate Info Regarding What Is Included in Package
 Credit Not Applied
 Account changes not made
 Call Was Never Referred to a Supervisor

Response Letter

 Formatting Street Address with Directional N, W, E, and S should be written out on the letter as North, West,
East and South.

 Telephone Number with Extension should be in this format (555) 555 – 5555 Extension 1234567, please do not
have a 1 before the area code.

 Employee Title should not include Comcast but should be “Executive Customer Relations”.
 When our communication with the customer is via email, then the response letter should state, “I communicated

with Ms. Smith via email” or “We communicated via email”.
 If we spoke with the customer then the apology should be written as, “I apologized”. If no contact is made with

the customer then it should be written as “I apologize”.
 Packages/Campaigns/Promotions are proper nouns and are to be capitalize. (i.e. Sports Entertainment

Package, HD Preferred XF Triple Play)
 If your response letter mentions XFINITY Home services, then please be sure your letter has the corresponding

XH Boiler Plate licensing information at the bottom of the letter to ensure we are compliant and avoid fines.
 Please have the proper span of the promotion match what is in the billing system for each period of the
The RCT Nedpwraotsemleroattnitoegnre. IqfIusthoseuteebdi.0lle1r sMtaatercshth2e0p1r7omotion is from 1/1/2017 – 12/31/2017, please ensure the letter has the same

COMCAST CONNECTION

Back to School is that time of year to receive some great discount options on the purchase of new computers. At SaveSmart, there
are currently some great offers for computers:

 5% Instant Voucher to use online with Dell
 Up to 10% on Apple Inc.
 Earn 3% Cashback online with MacMall – Your #1 Apple Superstore!
 Earn 2% Cashback online with HP
 Earn 1% Cashback online with BestBuy

In addition to the ones above, Microsoft has numerous offers available:

 Earn $15 online with an Office 365 Yearly Subscription
 Earn $10 online with an Office 365 Monthly Subscription
 Earn 10% Cashback online on Windows, Office (non-subscription), Developer/Visual Studio and other software
 Earn 7% Cashback online on Apps, Games, Music and Movies
 Earn 5% Cashback online on all other purchases with Microsoft
 Earn 2% Cashback online on all Gaming, Xbox and Accessories
 Earn 1% Cashback online on PC Hardware
 Microsoft Office Home Use Program, which offers discounted pricing on Microsoft Office for Windows and MAC. Microsoft

Office 2016 Professional currently retails for $399. This program will provide Comcast employees with discounted pricing
on Microsoft Office for Windows and MAC. The price for each copy will be $9.95. To locate this offer, once you have logged
in, type Microsoft in the search bar, and choose Microsoft Home Use Program. Be sure to read the Terms & Conditions.

New Processes Added in August

Updates on the RCT SharePoint

Wi-Fi Access Pass for Hot Spot Process – RCT Specialists are now required to open a ticket and assign the ticket to an RCT
lead (refer to the process for appropriate RCT Lead assignment)

Data Allowance Policy Only Process – UBB Process Only complaints are not hot topics and are to be assigned to the region.

SPA Regulatory Escalation Intake Process – Updated the word CSA to reflect SPA throughout the entire document. Removed
SPA handles UBB Only cases under SPA Customer Contact Process.

Updates on the ECR SharePoint

Consent Decree Templates Revised/Added in August in appropriate agency response guide folders

Revised: · Package – Unable / No Consent
· Equipment – No Consent
· Package – Consent
· Equipment – Consent / Unable

New:

· Comcast-leased modem · Customer-owned modem

· PPV/VOD via remote · BTV Fee

· Early Termination Fee · Self-Installation Kit

· Promo Roll Off (out of scope, but usually included with other CD claims) · EcoBill / AutoPay Roll Off

Market Processes

Updated response letter verbiage to reflect - Since UBB, Cable Card and DTA pricing plans are publically available we will start
including this pricing information in our responses including BBB responses; however, we still DO NOT include customer-specific
credits or plan amounts.

NEXT TECH

XFINITY X1 Manage Channels App Now Available
The XFINITY X1 Manage Channels App is now available to all X1 customers across the Comcast footprint.

With the Manage Channels App, XFINITY customers can add or remove International, Premium, Sports and
Subscription on Demand channels directly from their X1 TV Box (excluding RNG150 devices). At each step in the
order process, customers are provided a new monthly total based on their choices, as well as a confirmation page
once the order has been submitted.

Please note that Comcast employees should continue to use Courtesy On Demand for account changes, as the
Manage Channels App will not carry employee discounts. For more information, see the Getting Started with the
Manage Channels App for X1 document in Einstein.

Tech ETA Text Notifications are Here
Residential customers can now receive SMS text notifications for their install or repair appointments. With this new
feature, there is no need to wait at home for a technician. Customers can receive text messages on their mobile
phone and know exactly when their tech is en route, when the tech has arrived at their home, or if the tech is
early/delayed.

This Digital First initiative takes Tech ETA to the next level and proves to our customers that we value their time.

Check out the Customer Experience for Repair and Trouble Calls in Einstein.

Bury Drop Process Reminder

The Bury Drop Process is helpful information for verifying accuracy of information in the ESL ticket and response
letters that have been placed in ESL QA.

A bury drop is when the cable line is run underground connecting service to the customer’s home. During an
install or repair, a technician may have to run a new line on top of the ground. The tech will then place a request
to have the line buried. The bury drop process can take approximately 14 days to complete, allowing time for
underground utilities to be marked and for a contractor to bury the drop.

To escalate a bury drop issue:
 Create a Drop Issue EROne ticket if the drop:
o Is still exposed after SRO completion

 Is not buried by the scheduled date and the SRO has not been updated with notes

 Create a Report Safety Issues EROne ticket if the drop:
o Crosses a street, walkway or sidewalk which impedes vehicles or pedestrians
o Creates potential for injury(tripping hazard)

Bury Drop Process and Call Handling – Central Division
Drop Bury Process – West Division
Temporary Drop Installation and Inquiry Process – Northeast Division

Career Corner Compliance Connection Staff

Unlock YOUR Potential Shavon Burkett – Games and Fun
Kenny Dogan – Games and Fun
COMING IN Debbie Douglas – Comcast Connection
OCTOBER Alexa Ortiz – Birthdays and Work Anniversaries
Elizabeth Phipps – Editor
Regina Richardson – Project Lead
Dann Wetzell – Next Tech

What’s happening at the Comcast Center? See upcoming events happening at the Comcast Center, at https://www.comcastnow.com/.

Select HQ and Cable Division, Departments & Function, Headquarters, What’s Happening

Jonathan King - 9/3 Karen McGlinchey - 12 years Mick Gonzalez - 4 years
Kyle Strzelecki - 9/6 Lynnisha Hairston - 9 years Angela Bratcher - 4 years
Mick Gonzalez - 9/9 Artus Jackson - 9 years Eric Pancoast - 3 years
Raul Beltran - 9/11 Jonathan King - 8 years
Eric Pancoast - 9/13 Shavon Burkett - 4 years

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2. YCCAUARC ________ WORDS ARE
3. USETCMOR NOCETSN ________ _______ FROM THE
4. NESPD RTSMA _____ _____ AUGUST
5. ATDA LOAENCWAL ____ _________ NEWSLETTER

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6. HLCTEAICN CTTEKI TOIIVENGNSAIT _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _

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THE FIRST PERSON TO EMAIL THE CORRECT RESPONSES TO
[email protected] WILL WIN A PRIZE!!!

The fall season is rapidly approaching, therefore this is a great reason to go shopping. Your reasoning could be as simple as,
there is the change in weather, new fashions hitting the stores for the season or excited to get the children back to school in some
new apparel.

As Comcast employees, we have a benefit that can save us as many pennies as possible. The SpendSmart website affords us
access to over one hundred fashion retailers. The retailers offer two ways to save by earning a percentage of cash back on your
purchases or with instant savings.

In order to earn from 1% to 20% cashback on your purchases at great places such as Kohl's, Target, Saks 5th Avenue,
Bloomingdales, Rent the Runway and Nordstrom Rack, go to the participating retailers on the SpendSmart website and click on
their ‘check offers’ button. This will direct you to a link to the retailer’s website where SpendSmart will track the savings back into
your account. Please review the terms and conditions before making your purchase as each retailer has their own set of
stipulations on the forms of payment they will accept for the cash back.

With the instant savings, you are able to save 5% to 15% on your purchases instantly either at their brick and mortar location or
online. To receive the instant savings, you would be required to purchase a gift card from the merchant of your choosing using the
SpendSmart website. The gift card would be delivered via the U.S. mail and may take up to 10 calendar days for delivery. Once
the gift card is received, you may visit the retailer online or at their brick and mortar location to make your purchases and enjoy
your instant savings. The instant savings option is available at great retailers such as Macy's, Banana Republic, GAP, L.L. Bean,
Old Navy and the list goes on.

The only requirement to receive these and many more wonderful discounts would be to create a SpendSmart account and take
full advantage of this benefit.