TV company boss seeks customer complaints

Few bosses would dare wade into a sea of customers wanting to hear their concerns.

But not every leader is Bermuda CableVision general manager Terry Roberson.

He is hosting a special Saturday With The GM event in which customers can give their feedback on the firm’s service — good and bad.

Mr. Roberson said last year’s sessions helped him make CableVision a better company — even when he had to hear complaints.

He added: “It was so successful last year, we’re doing it again this year.

“We had a lot of great feedback and we were able to improve our customer service.

 “People requested we open our phone lines longer so we extended that.

“Whenever you call, a customer service personnel will answer the phone.”

Improved

Mr. Roberson said that prior to last year’s events, CableVision’s phone lines went dead at 9pm when the employees went home.

But the company now has a 24/7 call centre, so if your cable goes out at 2am, you can speak to someone about your outage immediately.

Mr. Roberson said: “We now have technicians who are on-call on the weekends.

“We’ve improved our service quite a bit and it is all in our quest to become one of the best providers of customer service in ­Bermuda.”

Some of the feedback ­CableVision ­received was about channel selection and how to use the parental control on TV boxes, so adults can stop their ­children watching ­programmes with inappropriate content.

Mr. Roberson said: “We also got ideas about what they would like to see ­CableVision do in ­future.  We’re going to be doing streaming video for Cup Match this year.”

Mr. Roberson said the crowds at the Saturday With The GM events were good and “people were very gracious when explaining their problems”. He added: “We actually took care of their problem that day. “This will be the case this time as well.”

The next event will be held on July 24 at the Boaz island playground from 10:30am to 2pm. Mr. Roberson and other CableVision managers will meet ­customers, answer their questions, gather their ­input about current and ­future services and ­address any concerns.

Mr. Roberson said: “If someone wants an instant install that day, we’ll have people prepared to do it.

“If someone has a repair they want us to take care of, we’ll have technicians there to help take care of them.

 “This programme was very successful last year and we felt it was time to catch up with our ­customers again.

Products

“One of our key priorities is to be in close touch with our ­customers and to make sure we are meeting their needs and expectations. These informal, face-to-face gatherings are a great way to achieve that.

“We also inviting non-customers. We’ll be showing off our latest products.”

Free cold drinks and hot dogs will be supplied by Winky Dinky Dog from 11:30am, plus there will be giveaways and contests.

More Saturday with the GM events are planned for the next three months at ­locations across Bermuda.