TWC Rolls Out 'We've Improved Customer Service' Ad Campaign
Time Warner Cable's efforts at better customer satisfaction are the focus of a new national advertising campaign. The drive had an "open letter" published in 18 major newspapers over the weekend as the kickoff to what the company is calling…
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"Customer Service Week." The company also said it's beginning a series of tongue-in-cheek TV commercials poking fun at such issues as waiting on hold for a customer service representative. According to TWC, it's made such changes over the past couple of years as launching of better scheduling so almost all service visits happen within a one-hour window of when they're scheduled, and more recently its TechTracker service for reminding people of appointments and providing a technician's name and other identifying information when the tech is en route. In a statement, TWC CEO Rob Marcus said, apart from the company's pending acquisition by Charter, "our customers expect and deserve the best customer experience we can deliver.”