D.C. Mun. Regs. tit. 15, r. 15-3105
A cable operator shall operate its customer service center, train its employees, and maintain its telephone lines so that subscribers' complaints are resolved quickly, professionally, and politely.
All employees of a cable operator who come into contact with subscribers shall be courteous, knowledgeable, and helpful and shall provide effective and satisfactory service in all contacts with customers.
A cable operator shall ensure that its customer service representatives and salespersons (including contractors) are knowledgeable of the requirements established by this chapter 31 and the information listed in subsection 3102.1.
When answering telephone calls from subscribers, each customer service representative shall identify himself or herself by name.
D.C. Mun. Regs. tit. 15, r. 15-3105