FCC Record, Volume 27, No. 9, Pages 6955 to 7935, June 18 - July 12, 2012 Page: 6,991
x, 6955-7935 p. ; 28 cm.View a full description of this book.
Extracted Text
The following text was automatically extracted from the image on this page using optical character recognition software:
(c) Compliance Manual. Within sixty (60) calendar days after the Effective Date, the
Compliance Officer shall oversee the development of guidelines for the implementation
of this Consent Decree and distribute them to employees who Comcast determines in its
discretion are relevant recipients.
(d) Compliance Training.
(i) Training of Customer Service Representatives. Beginning no later than thirty
(30) days after the Effective Date, Comcast shall direct its Customer Service
Representatives to take a mandatory Performance Starter online refresher training
module through its learning portal. The purpose of such training shall be to
reinforce the Customer Service Representatives' awareness and familiarity with
the Performance Starter service. Comcast shall take commercially reasonable
steps to ensure that its Customer Service Representatives complete such training
no later than ninety (90) days after the Effective Date. Comcast shall direct its
Customer Service Representatives to repeat the compliance training on an annual
basis. Comcast, as part of its initial training of new Customer Service
Representatives, shall take commercially reasonable steps to provide such
individuals with training regarding the Performance Starter service tier before
such new employees have contact with customers on an unsupervised basis (i.e.,
without a supervisor or trainer assisting them). Comcast shall instruct its
outsourced call center vendors to similarly offer the instruction described in this
Paragraph to their personnel.
(ii) Training of Retail Sales Personnel. Beginning no later than thirty (30) days
after the Effective Date, Comcast shall provide to its retail sales personnel at
Comcast owned and operated retail locations training materials consistent with its
standard practices for such personnel to reinforce the retail sales personnel's
awareness and familiarity with the Performance Starter service. Comcast shall
take commercially reasonable steps to ensure that its existing retail sales
personnel receive and review such training materials within ninety (90) days of
the Effective Date. Comcast also shall provide such training materials to its retail
sales personnel on an annual basis. Comcast shall provide such training
materials to new retail sales personnel at Comcast owned and operated retail
locations within thirty (30) days of such personnel becoming retail sales
personnel at such location.
(e) Product Lists. Comcast agrees to continue to identify the Performance Starter service
tier on Rate Cards to the extent that Comcast voluntarily identifies all or substantially all
of its other Broadband Internet Access Service tiers on such Rate Cards, and to identify
the Performance Starter tier on any other Product Lists. Rate Change Notifications need
not include Performance Starter unless Performance Starter is also undergoing a rate
change.
(f) Web Pages. Comcast agrees that the linkable web page devoted exclusively to
describing (e.g., price and speed) and permitting online purchase of all retail Broadband
Internet Access Service standalone options required under the Condition will continue to
be equally available to both new and existing Comcast subscribers.
(g) Advertising Promotion. During 2013, Comcast shall conduct one additional major
advertising promotion of its standalone retail Broadband Internet Access Service offering
beyond the one required by the Condition.6991
Federal Communications Commission
DA 12-953
Upcoming Pages
Here’s what’s next.
Search Inside
This book can be searched. Note: Results may vary based on the legibility of text within the document.
Tools / Downloads
Get a copy of this page or view the extracted text.
Citing and Sharing
Basic information for referencing this web page. We also provide extended guidance on usage rights, references, copying or embedding.
Reference the current page of this Book.
United States. Federal Communications Commission. FCC Record, Volume 27, No. 9, Pages 6955 to 7935, June 18 - July 12, 2012, book, July 2012; Washington D.C.. (https://digital.library.unt.edu/ark:/67531/metadc111170/m1/53/: accessed April 19, 2024), University of North Texas Libraries, UNT Digital Library, https://digital.library.unt.edu; crediting UNT Libraries Government Documents Department.