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
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
"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.”