Here’s a Favor for Cox Communications at sablog.com

Here’s a Favor for Cox Communications

Written by Shanti A. Braford August 20th, 2007in Customer Service Nightmares.

One of the greatest ideas in Paul Hawken’s Growing a Business is the quarterly review.

Employees get to braindump all of their issues and problems on management. In return for putting up with this abuse, management gets a treasure-trove of information about how to make the business better.

Well, I did Cox Communications a favor (I know, do they really deserve it?) and asked my tech support girl contact how they can improve their business and relations with customers.

Here’s what she said:

If corporate would listen I would tell them to not focus on call times so much. Sometimes we cannot help without it being a lenghty call.

Also we as tech support should not HAVE to offer telephone or cable tv, (so yeah, I know you are having constant problems with our HSI how about trying cable tv or phone?), it does not go well. We end up getting yelled at more than we get told yes.

Our programs bogging down on a regular basis is also not good. And most importantly quit making changes and not telling us!

Below - a list of Cox Corporate officers. Let’s see if any of them subscribe to their Technorati ego-feed!

Brian L. Roberts > Chairman of the Board, President, Chief Executive Officer

Officer Since: 1986
Age: 47
Bio & Compensation - Reuters
Trading Activity - Yahoo Finance
John R. Alchin > Co-Chief Financial Officer, Executive Vice President, Treasurer

Officer Since: 1990
Age: 59
Bio & Compensation - Reuters
Trading Activity - Yahoo Finance
Michael J. Angelakis > Co-Chief Financial Officer, Executive Vice President

Officer Since: 03/28/2007
Age: 42
Bio & Compensation - Reuters
Ralph J. Roberts > Chairman of the Executive and Finance Committee of the Board of Directors; Director

Officer Since: 1969
Age: 87
Bio & Compensation - Reuters
Trading Activity - Yahoo Finance
Stephen B. Burke > Chief Operating Officer, Executive Vice President; President, Comcast Cable

Officer Since: 06/1998
Age: 48
Bio & Compensation - Reuters
Trading Activity - Yahoo Finance
David L. Cohen > Executive Vice President

Officer Since: 2002
Age: 51
Bio & Compensation - Reuters
Trading Activity - Yahoo Finance
Lawrence J. Salva > Senior Vice President, Chief Accounting Officer, Controller

Officer Since: 01/2000
Age: 50
Bio & Compensation - Reuters
Trading Activity - Yahoo Finance
Arthur R. Block > Senior Vice President, General Counsel, Secretary

Officer Since: 1993
Age: 51
Bio & Compensation - Reuters
Trading Activity - Yahoo Finance
Marlene S. Dooner > Senior Vice President - Investor Relations

Officer Since: 05/29/2007
Bio & Compensation - Reuters
D Arcy F. Rudnay > Senior Vice President - Corporate Communications

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2 Responses to “Here’s a Favor for Cox Communications”

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1 steve on Nov 10th, 2007 at 7:03 pm

Not sure why you guys have such a rub with Cox. Cox has been a leader in customer service for the cable industry for years and routinley grabs the JD Power awards for superior customer care. It’s our culture. Perhaps you are confusing Cox with Comcast as all of the “Cox” corporate officers listed above are in fact officers of Comcast, not Cox.
2 Shanti A. Braford on Nov 25th, 2007 at 12:14 am

steve - no, it was Cox not Comcast.