I recently attended the 8th annual American Business Awards, where Comcast was recognized as a finalist in the Customer Service Executive of the Year and Customer Service Team of the Year categories. What’s so special about this? Companies get nominated for awards like this all the time.

Allow me to explain…

It’s no secret that customer service has been one of Comcast’s most public issues. And we’ve been working very hard to improve that. Recognition from an organization like the ABA is validation that the significant changes we’ve made over the last few years are making a difference at Comcast and for our customers.

Having worked in customer service and operations roles for nearly 20 years, I’ve learned that employees who feel great about their company and are united around something are key to being able to deliver great customer service.

Here in Greater Boston, that means making the Customer Guarantee and expectations about customer service improvements the focus of conversation at every team meeting. And, it requires our employees to take accountability for reinforcing trust and value through their individual actions and effective delivery of the promises in our Guarantee. We’re proud of the progress we’ve made and know we can’t rest on our accomplishments. That’s one of the reasons why our employees took the initiative to create

"Guarantee Improvement Teams" so they can brainstorm ideas and solutions for making our customers’ experiences with us even better.

We didn’t win the ABA awards, but as the saying goes, it’s an honor to be nominated. And more importantly, our customers are the real winners as we continually work to improve their experiences with us.