Cable Center develops customer care courses

Mon, 02/23/2009 - 7:35am
Traci Patterson

The Cable Center is increasing its efforts in the arena of customer care by creating “Customer Care Central,” which comprises the Cox Customer Experience Management Program, the Cable Center Customer Care Committee (C5), and an industry-focused learning and development curriculum.

The goal of Customer Care Central is to provide the cable telecommunications industry with the tools and resources necessary to improve customer experiences and customer care management.

"The customer experience is becoming more important than ever," said Tina Waters, C5 co-chair and senior vice president of customer service operations at Comcast. "Working with The Cable Center to introduce Customer Care Central has been a great opportunity that will bring together academic thought leaders with industry care executives to exchange ideas and foster change in the industry."

The Cable Center has worked with several top cable MSOs to create a learning and professional development curriculum in customer care that introduces industry leaders to a new communication model geared to attract and retain customers, The Cable Center said. Primarily designed for director-level executives and above, these instructor-led courses cover topics such as customer experience management, customer perception analysis and metaphor analysis.

"Over time, we will add to and enhance the programs and initiatives within Customer Care Central," said Jana Henthorn, senior vice president of programs and education for The Cable Center. "We look forward to working with industry leaders and customer care experts to further explore and evolve this area that is so vital to our business."

The Cable Center will also present a Customer Care Seminar, in conjunction with the National Cable Telecommunications Association (NCTA), on April 3 during The Cable Show in Washington, D.C.

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