Cable providers are not exactly notorious for offering stellar customer service as a general rule. However, one large company is attempting to buck that trend. Time Warner Cable is trying a new approach to customer service, which involves actually listening to what customers want and finding a way to meet those needs. Thus far, it appears the cable giant’s efforts are gaining the desired effect among customers in one of their largest markets.
The Big Announcement
Earlier this year, Time Warner Cable announced improvements to its service to customers in New York City and the surrounding area. After collecting feedback from its customers, the company now offers one-hour windows for service calls and extended hours that include later evening and weekend options. In addition, Time Warner has established a new communication system that provides texts to customers when the service representative is heading to their appointment.
John Quigley, regional vice president of operations for Time Warner, told Staten Island Live, “We’ve listened to our customers and have greatly revamped our operations to provide far better appointment choices, options and overall service.”
Time Warner is also ramping up their all new “Better Guarantee,” which promises faster Internet speeds and better performance overall. The company is also providing an expanded list of entertainment options, including On Demand Libraries and television viewing apps for smartphones and tablets. The company is standing behind its new and improved service, by offering a 30-day money back guarantee to new customers, which includes the cost of installation and monthly service charges.
The new guarantee comes on the heels of recent reports that customers have been complaining about their connection speed to streaming services like YouTube. Throughout the current year, customer complaints have been mounting about service interruptions and streaming problems. Some customers have even accused the company of slowing down connections intentionally.
Time Warner responded to those complaints by stating they have not “throttled” service intentionally and announcing their partnership with Twitch to improve performance in this key area. Twitch is a live-video network for gamers that has backed up Time Warner’s claims that the companies have sat down together to improve connectivity with the cable giant. In addition, Twitch announced that they have received word from a number of their customers in the area that connectivity had improved since the two businesses put their heads together.
Recent history has suggested that Time Warner Cable is making an honest effort to listen to its customers and respond to their comments. Often the first step in improving customer service begins with a company soliciting feedback from customers to find out what needs to be improved. If companies never bother to communicate with their customers on this level, they may never effectively pinpoint the problems that need to be addressed most.
Once Time Warner received that feedback from their customers, they took the process to the next step by making the changes customers were asking for. Finally, the company backed up those improvements with a money-back guarantee to show their customers they were serious about providing a higher level of service. Time Warner is setting an example for other businesses looking to raise their customer service to the next level.