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"Complaint" shall mean an initial or repeated Customer expression of dissatisfaction, <br /> whether written or oral, or other matter that is referred beyond a Customer Service <br /> Representative or the Call Center to a Cable Operator's system office or regional office or <br /> corporate headquarters, or to the City for resolution. This does not include routine inquiries <br /> and service requests. <br /> "Customer" shall mean any person who lawfully receives or will receive cable service from <br /> the Cable Operator. <br /> "Customer Service Representative" or "CSR" shall mean any person employed by the Cable <br /> Operator to assist, or provide service to Customers, whether by answering public telephone <br /> lines, answering Customers'questions, or performing other customer service related tasks. <br /> "Normal Business Hours" shall mean those hours during which most similar businesses in <br /> the City are open to serve Customers. In all cases, "Normal Business Hours" must include <br /> some evening hours, with Customer Service Representatives available, at least one night per <br /> week and some weekend hours. <br /> "Normal Operating Conditions" shall mean those service conditions that are within the <br /> control of the Cable Operator. Those conditions that are not within the control of the Cable <br /> Operator include, but are not limited to, natural disasters, civil disturbances,power outages, <br /> telephone network outages, and severe or unusual weather conditions. Those conditions <br /> that are ordinarily within the control of the Cable Operator include, but are not limited to, <br /> special promotions, pay-per-view events, rate increases, regular peak or seasonal demand <br /> periods, and maintenance or upgrade of the Cable System. <br /> "Service Tnterrnption" shall mean the loss of picture or sound on one or more cable <br /> channels. <br /> SECTION 3. CUSTOMER SERVICE <br /> A. Courtesy <br /> All employees of the Cable Operator shall be courteous, knowledgeable and helpful and shall <br /> provide effective and satisfactory service in all contacts with Customers. <br /> B. Accessibility <br /> 1. The Cable Operator shall provide at least one (1) Customer service center/business office <br /> ("service center") in the City and is encouraged to provide multiple service centers. Service <br /> shall be available at a service center or centers at least nine consecutive hours on Monday <br /> through Friday, ending no earlier than 6 p.m., and at least four consecutive hours <br /> on.Saturdays, ending no earlier than 1 p.m.. The service center(s) shall be fully staffed with <br /> Customer Service Representatives offering the following services to Customers who come <br /> to the service center(s): bill payment, equipment return(at designated locations),processing <br /> Page 2 of 12 <br />