Time Warner Cable is polishing up its customer service by offering its subscribers in some areas of New York City one-hour appointment windows for installation of its triple play services.
The nation’s second-largest cable operator is also offering expanded nighttime appointment time slots daily from 10 p.m. to 11 p.m. in Lower and Midtown Manhattan. Time Warner Cable has also expanded Saturday and Sunday appointments and added a SMS text message system that informs a customer when a technician is en route to the appointment.
Time Warner Cable has a 30-day money back guarantee, which is called The Better Guarantee, for new customers who switch to its residential services.
“New Yorkers have made it loud and clear that they want, and expect, exceptional service from us,” said John Quigley, regional vice president of operations. “We’ve listened to our customers and have greatly revamped our operations to provide far better appointment choices, options and overall service. The Better Guarantee and new window appointments are central to our goal of providing quality service without disrupting the lives of busy New Yorkers. Our nearly 4,000 local employees are committed to help New Yorkers enjoy Time Warner Cable better.”
Time Warner Cable now provides customers the option of a one-hour appointment window in Manhattan, Staten Island, Bergen County, N.Y. and Mt. Vernon, N.Y. The new window expands to Queens and Brooklyn next month. In most cases, next-day appointments are available.
Time Warner Cable’s Jeff Simmermon, director, digital communications, recently wrote a blog that details how the cable operator is using Arris’ WorkAssure Workforce Automation to improve the efficiencies of its installs.
Time Warner Cable CEO Glenn Britt said on the company’s first quarter earnings call that improved customer service was one of the cable operator’s top-four areas of focus for improving its residential services.
Time Warner Cable competes with Verizon’s FiOS service in most of the New York City boroughs that it serves. One way for winning and keeping customers is through better customer service. Getting installs done correctly also reduces truck trolls.
Time Warner Cable has rolled out one-hour service windows across most of its footprint and a 30-minute window for the first appointments of the morning in some areas, including New York City. Time Warner Cable has also experimented with real-time appointments. Time Warner Cable has previously said it had nearly doubled its self-installation rate.