21.60.820 Customer
service
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B. Accessibility.
The Cable Operator shall
provide at least one (1) service center for each seventy-five thousand (75,000)
Customers served, located at a safe, visible site within the City of Seattle,
that is handicapped accessible, and located along mass transit routes. Except
as otherwise approved by the City, all service centers shall be open Monday
through Friday, 8:00 a.m. to 7:00 p.m., and Saturdays from 9:00 a.m. to 5:00
p.m., excluding legal holidays, and shall be fully staffed on-site with CSRs offering the following services to Customers who come
to the service center: bill payment (including the ability to provide change
and Customer receipts), equipment exchange, processing of change of service
requests, and response to Customer inquiries and requests. The City may approve
alternatives for service centers that provide substantially equivalent
services. The Cable Operator shall post a sign at each service center advising
Customers of its hours of operation and of the addresses and telephone numbers
to contact the City and the Cable Operator if the service center is not open at
other than Normal Business Hours. The Cable Operator shall provide free
exchanges of faulty converters at the Customer’s address.
CSRs
will be available to respond to Customer inquiries during Normal Business
Hours. The Cable Operator shall maintain local or toll free telephone access
lines that shall be available during Normal Business Hours for service/repair
requests and billing inquiries.
The Cable Operator shall have
dispatchers and technicians on call twenty-four (24) hours a day, seven (7) days
a week, including legal holidays, for emergency purposes.
The Cable Operator shall
retain sufficient Customer Service Representatives and telephone line capacity
to ensure that telephone calls to service/repair and billing inquiry lines are
answered by a CSR within thirty (30) seconds or less, and that any transfers
are made within thirty (30) seconds. The Customer shall be able to speak with a
Customer Service Representative within five (5) minutes. These standards shall
be met no less than ninety (90) percent of the time, measured on a quarterly
basis under Normal Operating Conditions. Compliance with this standard shall be
reported on a quarterly basis.
The total number of calls
receiving busy signals shall not exceed three (3) percent of the total telephone
calls. This standard shall be met ninety (90) percent or more of the time,
measured on a quarterly basis under Normal Operating Conditions.
The Cable Operator shall also
retain sufficient Customer Service Representatives and telephone line capacity
to ensure that a Customer shall make contact with a human being within five (5)
minutes.
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