– Time Warner Cable Inc. (TWC) today commemorated the first day of national “Customer Service Week” by highlighting some of the significant changes made over the last two years to increase customer satisfaction and deliver a much improved service experience.
“We’ve seen where we’re ranked in customer satisfaction surveys and we’re familiar with the perennial jabs from the folks at ‘Saturday Night Live, ’” said TWC Chairman and CEO Rob Marcus. “We’re telling our customers how we’ve made profound changes over the last two years to better respect their time, provide more value for what they pay us and deliver the kind of experience anyone would expect from a leading entertainment and technology company. The many changes we’ve made are just the beginning of the new TWC service experience.”
Beginning with an “open letter” to customers published this past weekend in major newspapers across the country and with the rollout of a new television campaign, TWC is speaking directly to its customers about the significant changes made over the last two years and what’s still to come to provide them with an enhanced service experience. The new television commercials poke fun at the traditional “cable guy” image and contrast it with how the company operates today on the customers’ terms.
Service That Respects Your Time
For TWC customers, the days of blocking off your whole morning, or even day, to wait for the cable guy to show up are long gone. Since its introduction in New York City and Los Angeles in 2013 and now available across its entire service area for nearly a year, the company has offered a one-hour arrival window. TWC technicians arrive within those windows an industry-leading 98% of the time. To better accommodate its customers’ schedules, TWC also offers service calls on nights and weekends.
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