The RCT Newsletter March 2017 v1

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01 My naMe Be
March

2017 The MonThly RegulaToRy CoMplianCe TeaM newsleTTeR




In this issue

The Scorecard Skinny, Process Updates & I need a name P.1

Comcast Connection P.2

Marketing, Next Tech & Leadership Corner P.3

Professional Development & Employee Celebrations P.4
Our Newsletter is in
search of a name.
The Scorecard Skinny
Get your creativity
flowing and we would
love to hear your ideas. Work Order Accuracy Tips

Send your ideas by Entering Tickets
th
March 24 to
Please make sure you are referencing the RCT WorkLog and Hot Topic Cheat Sheet located
Regulatory_Compliance_Team
on the RCT SharePoint daily to ensure the most current versions of the templates are
[email protected] included within the worklog entries section of the ticket.
The brief description should provide the Regulatory Agency, if applicable, line of business

Process Updates (LOB) the consumer is having a problem with and a short description of the primary
concern(s) in the form of a sentence. Please do not include abbreviations or copy the actual
Incomplete Guide Phase 2 issue type within the brief description.

is now in production.
Resolution
Continue to use the

most recent version Please treat child tickets as you would a parent ticket. When addressing a child ticket in the
located on the ECR

SharePoint Site. additional issue section of the ticket, please be sure to provide a cause and resolution, just
as you did for the parent ticket above.
The Emergency Alert
Billing concerns, such as missing payments, final balance and installation charges can
System, Closed Captioning
potentially be investigated and resolved without speaking with the customer.
and Descriptive Video
Complaint Process has Response Letters
been updated and
uploaded to the How to Know your VALUE when preparing and/or approving response letters:

Guides folder on the RCT Validate the company’s position in regards to consumer’s questions and concerns with
SharePoint. clear and concise responses
Allow your message to be stated in short sentences and paragraphs
The Employee Security
Letters are a representation of Comcast and should convey a positive image
Concerns Process has been
added to the RCT Use a friendly and polite tone

SharePoint on 2/28. 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)


NBCUniversal Media, LLC

NBCUniversal Media, LLC, is Comcast Corporation's media, content and entertainment arm.

The company owns and operates numerous media properties, including broadcast networks,
cable networks, movie studios and theme parks. It is a wholly owned subsidiary of Comcast Comcast
Corporation.
Stocks
Comcast Spectacor
NASDAQ: CMCSA
Comcast Spectacor is a live sports and entertainment company based in Philadelphia,
Pennsylvania, the same city where its parent is headquartered. Spectacor owns the The Comcast U.S.
Philadelphia Flyers, an NHL hockey team, and operates the Wells Fargo Center sports and Employee Stock

entertainment arena. Purchase Plan (ESPP)
open enrollment
Universal Studios period for the second
quarter of 2017 is
Comcast owns popular film studio Universal Studios; it is considered one of Hollywood's "Big
March 1-15. The ESPP
6" film studios along with Warner Bros. Entertainment, The Walt Disney Studios, Sony Pictures
offers you an
Motion Picture Group, Fox Filmed Entertainment, and Paramount Motion Pictures Group.’’
opportunity to
Read more: Your Complete Guide to Everything Owned by Comcast (CMCSA) purchase shares of
Comcast Corporation
Class A common stock

at a discount using
after-tax payroll
deductions. Eligible

employees can
Improving the Employee & Customer Experience with NPS Elevations purchase stock at 15%
off the lower of the
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
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 information.

below.

Learn more about NPS Elevations click here

Learn more about the Customer Experience Fact Sheet click here

***Don’t forget to submit your suggestion to name The RCT newsletter***

Leadership Corner

Hi Team!

I want to start off by saying
thank you to everyone on this

team who has made RCT a
great place to work. I have EMPLOYEE OFFERS
learned so much from Sign up now for XFINITY HOME for only $9.95 a month!
everyone and it has been a
privilege to work with all of
• Free installation through March 21st!
you. It really was a hard
• Weekly raffle for FREE XFINITY Home add-ons. The sooner you sign up, the more
decision to leave such a great
chances you have of winning!
team, but the opportunity I
• Sign up for XFINITY Home by March 21st and be entered to win one of these great
was presented and the chance
XFINITY Home add-ons: August Smart Lock with Connect, Kwikset Door Lock, Nest
to move to the Pacific
Thermostat, My Q Garage Door Controller, or a Lutron Caseta Wireless Lighting
Northwest is a once in a
Starter Kit (Plug in)
lifetime opportunity that I
couldn’t pass up, both XFINITY Voice Unlimited
personally and professionally.
• Only $4.00 a month for employees!
It was five years ago this
• Covers nearly ½ the world with unlimited nationwide calling and international
March that I first started at
calling to 8 countries! Caller ID, call waiting, voicemail and more.
the Corporate office. While I
• Use with the Connect App to stay connected to family and friends when traveling
held a few different roles, I
without using your cellular data.
had the fortune of all of those

roles to be under Nicole. I
Blast and Performance Pro Speed Increases!!!
have learned so much and I
can’t thank her enough for all
• Employees who already own or lease an XB3 or other compatible device can
the guidance and support that
simply power cycle their modems to enjoy the faster speeds.
she has provided me over the
• Employees without a compatible device will be contacted directly in the coming
years. To my team (Team
weeks with more information on upgrading their current modem.
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

truly miss you all. Next Tech

While I may be on the other
side of the country, and 3 time With Customer Timeline, you can very quickly:
Customer Timeline allows
zones away, I will still be with
Comcast. Feel free to reach you to view all customer • See previous support calls and agent
out to me anytime for interactions with our trouble shooting steps
anything you need. I’ll still be products, services and
• See previous truck roll information
in global so I should be easy to support channels in a single • See if the customer has an escalation
find! If any of you find page intuitive interface. • Quickly identify recent product errors,
yourself out in the Seattle
When you use Customer e.g. X1 errors, XOD errors
area, please reach out – it
Timeline you will be more • See network outages and degraded
would be great to reconnect.
informed of the customers service in real time
Stay awesome RCT. This experience and will help • See current promotion details and
department has grown and you and the customer save promotion roll off events
done so many things over the time. • View service change and service
past few years. I’m sure many confirmation notifications
great things are yet to come.

Justin Buckley ***Don’t forget to submit your suggestion to name The RCT newsletter***

Birthdays
February March
Connie Cannon - 2/2 Maria Graham-Baptist - 3/2
Alexa Ortiz - 2/11 Shavon Burkett - 3/4
Stephen Nolan - 2/15 Justin Buckley - 3/6 Professional
Lynnisha Hairston - 2/16 Angela Valentine - 3/7 Development
Rhiannon Fiocchi - 2/17 Rueben Negron - 3/10
Sean Smith - 3/15
Work Anniversaries Join an Employee

January February March Resource Group. To
Elizabeth Morton - 24 years Angela Valentine - 15 years Alicia Wade-King - 11 years enhance our workforce
Derrick Brown - 18 years Rhiannon Fiocchi - 9 years Raul Beltran - 5 years
Jeremy Cassell - 9 years Donte Fisher - 3 years Justin Buckley - 8 years culture, Comcast
Matt Doner - 7 years cultivates company-wide
Employee Resource

Groups (ERG) led by
employees with guidance
Pay Dates:
3/3 – Regular Pay w/ Overtime, if applicable from Executive
3/17 – Merit Increase Champions. The mission
3/31 – No Medical/Dental/Vison/Life Insurance/Health & Dependent Flex Spending/Commuter
of the ERGs is to empower

Other Dates: a community whose
3/17 - Deadline for entering goals and development plans in Self-Service collective understanding
3/31 - Deadline for submitting 2016 Flexible Spending Account expenses
and innovation drives
exceptional business

ThaT’s so RegulaToRy results and supports an
inclusive company
2 culture.

ERGs develop
3 programming targeting
four focus areas 1.

1 Commerce, 2. Career, 3.

1 Culture and 4. Community.
Join by completing
registration on the portal
on Comcast Now.

Choose from the 8 groups
by completing the
registration.

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

Down Employee Resource

1. A displayed list of customer events in chronological order
Groups
2. Voice feature that allows you to stay connected to family and friends without using cellular data
3. Last name of person celebrating 5 years with Comcast in March

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