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NTS Courses Reinforce Comcast/XFINITY Home’s Commitment to Customer Service

Posted By Bob Ogle, Monday, December 17, 2012
Updated: Monday, December 17, 2012

At Comcast/XFINITY Home, employee education is the basis for providing exceptional customer service.

Originally founded as a cable provider in 1963, Comcast has since expanded its services into other markets, including phone and internet service, but its most recent expansion has been into residential security.

While Comcast’s product and service offerings have changed throughout the years, Senior Director of Licensing and Field Compliance Doug Bassett says the company’s dedication to its employees’ education has not.

"Comcast is committed to providing the highest level of quality to our customers,” Bassett said. "Proper training and education are the cornerstones of the ability to deliver the greatest customer experience possible.”

Comcast offers security services on a broadband and cloud-based platform, which requires technicians to master a mix of principles to efficiently install and service the systems. In addition to company specific training that is unique to Comcast’s next generation technology, technicians also make extensive use of entry- level courses offered by ESA’s National Training School, such as the Certified Alarm/Security Technician (CAT) – Level I.

For Comcast, the benefit of using NTS for industry training is obvious.

"NTS is able to deliver the fundamental and required training at the level of professionalism we desire for our employees,” Bassett said. "With NTS, our employees have gained a comprehensive view of the entry-level training material and industry guidelines.”

But employee training doesn’t stop there. Comcast has defined a training path that helps produce well-rounded and experienced technicians. The continuous training efforts include company specific classes and industry-based instruction. This recurring training model has allowed many of Comcast’s employees to acquire various CEUs and certification through NTS such as CAT Level I, CAT Level II, Advanced Intrusion Systems (AIS) and Fire Alarm Installation Methods (FAIM).

The ultimate goal of training is to give employees the tools they need to provide safety, security and peace of mind to customers. Through its training initiatives, Comcast has been able to meet that goal while still having a positive impact on its employees.

"Training allows our employees to broaden their individual skill sets and deliver our products and services efficiently,” Bassett said. "Our company benefits from training by being able to provide the greatest customer experience possible.”

Tags:  customers  NTS  training 

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