Page 1 - The RCT Newsletter March 2017
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whaT shoulD
      IS SUE

      01                                             My naMe Be
       March

       2017                                              The MonThly RegulaToRy CoMplianCe TeaM newsleTTeR




                                                                                                  In this issue

                                                                  The Scorecard Skinny, Process Updates & I need a name P.1

                                                                                                   Comcast Connection P.2

                                                                               Marketing, Next Tech & Leadership Corner P.3

                                                                      Professional Development & Employee Celebrations P.4
    Our Newsletter is in
      search of a name.
                            The Scorecard Skinny
      Get your creativity
     flowing and we would
     love to hear your ideas.   Work Order Accuracy Tips

      Send your ideas by     Entering Tickets
                 th
        March 24   to
                             When copying the worklog template from the RCT WorkLog and Hot Topic Cheat Sheet
      [CHQ -- Corporate      located on the RCT SharePoint, click on the verbiage in the cell and start your copying at
    Regulatory Leadership    the ‘G’ in Good at the beginning of the verbiage and end the copy at the ‘M’ in team at the
           Team]
                             end of the verbiage. This will eliminate the quotations that will need to be removed.

    Process                  The brief description should provide the Regulatory Agency, if applicable, line of business
                             (LOB) the consumer is having a problem with and a short description of the primary

    Updates                  concern(s) in the form of a sentence. Please do not include abbreviations or copy the actual
                             issue type within the brief description.
     Incomplete Guide
                             Resolution
     Phase 2 is now in
    production.  Continue

     to use the most         Please treat child tickets as you would a parent ticket. When addressing a child ticket in the

    recent version           additional issue section of the ticket, please be sure to provide a cause and resolution, just
    located on the ECR       as you did for the parent ticket above.
    SharePoint Site.
                             Billing concerns, such as missing payments, final balance and installation charges can be
                             investigated without speaking with the customer.
     The EAS CC and
    Descriptive Video        Response Letters
    Complaint Process has
    been updated and         Know your VALUE when preparing and/or approving response letters:

    uploaded to the How to   Validate the company’s position in regards to consumer’s questions and concerns with
     Guides folder on the    clear and concise responses
    RCT SharePoint.          Allow your message to be stated in short sentences and paragraphs

    The Employee Security    Letters are a representation of Comcast and should convey a positive image
    Concerns Process has     Use a friendly and polite tone
    been added to the RCT    Errors in grammar, punctuation and spelling make your message seem less credible and

    SharePoint on 2/28.      convey an unprofessional image of your business


  The RCT Newsletter   Issue 01   March 2017         ***Don’t forget to submit your suggestion to name The RCT newsletter***
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