COVID-19 RESPONSE
COVID-19: An Update on Xfinity Technicians’ Interactions with Customers
COVID-19 RESPONSE
COVID-19: An Update on Xfinity Technicians’ Interactions with Customers
Mar 24, 2020
We are in an unprecedented time when our customers need us more than ever and protecting everyone’s safety – our employees and our customers – is vital.
With the rapidly evolving COVID-19 situation, we have continually assessed our protocols for our customer-facing employees and taken extra precautionary measures, such as additional sanitization practices and daily temperature checks. Recently, we updated our technician protocols, adding more guidelines to limit technician interactions within our customers’ homes to only when it’s necessary to ensure they are connected to the critical services that they need. Our technicians provide important services to keep our customers connected – and we understand that connectivity matters more than ever right now, helping everyone stay connected to their families, their workplaces, their schools, and the latest news and information.
With that in mind, below are some of the safety practices we have implemented:
Limiting technician visits in the home or non-essential businesses to only when it’s necessary to provide connectivity to critical services
Completing as much work outside of the home as possible for customers who need assistance at their residence
Practicing social distancing during any customer interaction
Distributing self-install kits to our residential customers who have requested to be set up with new service
Asking our technicians to do daily temperature checks, wear a facial covering while interacting with customers, and additional sanitization practices to help protect everyone’s wellbeing.
Asking technicians to wash their hands or use sanitizer before and after every customer visit
Providing our technicians with a certification to help provide additional assurances to our customers upon request
Asking our customers to self-certify that no one in the home is under quarantine or has flu-like symptoms, and rescheduling appointments to a later date if needed
Working to replenish all of the cleaning supplies our technicians have in their trucks
Similar practices are in place for our employees working in our retail stores that remain open, but are operating under reduced hours to provide only critical services.
Our goal with these additional measures is to allow us to best serve our customers while caring for everyone’s safety. The latest information on Comcast’s efforts around COVID-19 can be found here.
