For example, if a customer calls with a service Telephone Number List problem, frontline employees and their supervisors can issue credits to the customer's account in an effort to resolve the issue. Although this may be exactly what is needed for the situation, Comcast realized that employees making these decisions didn't necessarily Telephone Number List understand that a $10 credit could ultimately require more than $100 in revenue for the company to break even.
Similarly, a service Telephone Number List technician's visit to a customer's home might cost $50 directly, but the company might have to sell an additional $500 in services to cover the cost. "The lack of financial acumen among supervisors and employees Telephone Number List was largely understandable says Mark Fortin, senior vice president of finance for Comcast's NorthCentral Division. "Almost 75 percent of the company's employees Telephone Number List are on the front lines in roles such as call center personnel or field technicians.
They are trained to be good at what they do, but their Telephone Number List backgrounds typically don't include emphasis on financial literacy." Comcast human resource executives determined that a fundamental approach to the development of business acumen was needed. However, this approach also would need to be fast, engaging and job-relevant. Expanding upon its already robust Comcast University management curriculum, the executives Telephone Number List chose to integrate a high-energy, tailored learning experience that would provide the "basics" and, at the same time, deal specifically with Comcast terminology, concepts and strategic imperatives.