RCN chief: Cable company has tuned in to customers
Aug 09, 2012 (Boston Herald - McClatchy-Tribune Information Services via COMTEX) --
Picking a cable company around here has long been like choosing between the lesser of two evils (or three, depending on where you live). But one of them is making grand claims of a turnaround, vowing that a new day has dawned in the murky world of cable customer service.
RCN came under new ownership in August 2010 and hired veteran telecom consultant Jeff Carlson three weeks later to right the ship. In an interview with the Herald yesterday, Carlson outlined how he's spent the past two years trying to turn around the organization, which provides service in Boston and 16 other communities.
"We've really been trying to reinvent RCN from the ground up," Carlson said. "With a complete and total focus on our customers," he added.
Carlson has redesigned bills, introduced a three-year price assurance program, moved RCN's customer service call center from the Philippines to Pennsylvania, eliminated contracts and hiked broadband speeds.
"All this culminated in a rebranding of RCN," Carlson said. "We didn't rename it, but we rebranded it. We believe what we've done is fundamentally redefine what we deliver, how we deliver it and how we interact with the customer."
That's meant everything from deploying an ice cream truck to customer strongholds, to initiating a seven-point customer service pledge that means if RCN reps don't arrive on time, they give you $20. Customers who receive an installation will also get a follow-up call 30 and 60 days later.
Reviews of cable providers on the website Yelp range from bad to worse, but there is a noticeable recent uptick in positive feedback. One man posted a scathing review in April that prompted a call from a customer service rep.
"If the guy I dealt with at customer support had been anywhere near as helpful as her, we'd probably still be RCN customers," he wrote.
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