#MondayMotivation: Be a Problem-Solver for Customers
Looking for a little #MondayMotivation? We’re pulling out past stories that are still just as relevant today. Here’s a pearl from Jim: Exactly What Was Wrong With the Comcast Customer Service Phone Call.
You’ve probably heard this painful conversation between a customer trying to leave Comcast and a customer service rep struggling to keep him from doing that.
It’s tough for me to listen to. I hear the customer’s frustration, and that’s bad enough, but if you listen to the rep, it’s even worse.
My goal with this is to get to the heart of why a call like this happened so that others can perhaps avoid creating problems like this in their organizations.
The first thing to say is that this isn’t a case of a rogue terrible customer service rep, and I’m not trying to say that they’re all just terrible. I don’t really have any experience as a customer with Comcast, so that’s not what I’m going on here. Comcast’s statement on this issue though is pure jive: “The way in which our representative communicated with him is unacceptable and not consistent with how we train our customer service representatives.”
Actually, I’d bet it’s quite consistent with something that the reps have been asked and trained to do. There’s probably a customer retention goal on these cancellation calls, on which they’re being measured and pressured. You can hear the anxiety in the rep’s voice. Make no mistake: He did a terrible job with this customer, but he obviously felt, and you can tell, that he needed to do what he did. Why else would a person go through the humiliating hoops that this guy did? …
Check out the rest of Jim’s post: Exactly What Was Wrong With the Comcast Customer Service Phone Call.