From retailers to wireless carriers to cable providers to manufacturers, calling these numbers and following a few easy steps will get a real person on the line before you know it. To help you avoid all that frustration, we've compiled a list of customer support phone numbers and tips for navigating to an actual person. All this keeps you from doing the only thing you really want to do: talk to an actual human being who can solve your problem. Websites may bury the 800 number, automated systems at the other end of the phone mishear words, and you spend most of your time either pressing buttons or shouting "Yes" and "No" at the phone. How to Set Up Two-Factor AuthenticationĬomputers, phones, gadgets, and other kinds of tech products may work fine out of the box, but sooner or later, they're likely to have some kind of issue that you'll need to troubleshoot or fix.Ĭustomer Support is theoretically there to help, but calling can be a disappointingly unpleasant experience.How to Record the Screen on Your Windows PC or Mac.How to Convert YouTube Videos to MP3 Files.How to Save Money on Your Cell Phone Bill.How to Free Up Space on Your iPhone or iPad.How to Block Robotexts and Spam Messages.Temporary / seasonal disconnect and Seasonal Suspend Plan is not available in their areaĬustomer doesn't know what address they're moving toīlock should have told his persistent retention specialist that he was moving to, say, Iceland.ĭisclosure: Comcast Ventures is an investor in Vox Media, The Verge's parent company. (Although not always one commenter on The Awl claims a Comcast retention specialist once asked her if she truly wanted to move somewhere where there was no Comcast service.) Save Attempt is Not Applicable in the Following ScenariosĬustomer is moving in with an existing Comcast customer (CAE must verify Comcast services active at new address)Ĭustomer is moving to a non-Comcast area (CAE must verify by looking up zip code)Īccount holder is deceased / incapacitated If you're having trouble canceling your service, one of these lines might work. The biggest takeaway for customers may be on pages 11 and 12, where Comcast outlines the scenarios in which it is not possible to save the customer. ![]() "What do you value the most about your current services? You mentioned you had a wife and children. Reps are also encouraged to build rapport with customers with lines like, "Enjoy Game of Thrones tonight"Ĭomcast has stock responses for every reason customers might want to cancel: bill too expensive, competitive offer, promotion expiring, don't use the service, technical or customer service issue, move, rate increase, or extended vacation. Reps are also encouraged to build rapport with customers with lines like, "Enjoy Game of Thrones tonight." It's all about keeping or adding as many RGUs, or revenue-generating units, as possible. If a customer who says they're moving declines to provide a new address, Comcast warns the rep to "ask probing questions" because the customer "may instead be planning a move to a competitor." If a customer wants to check with their roommates before agreeing to a sale, the rep is supposed to communicate urgency by reminding the customer how tough it is to get an installation appointment. If a customer is calling to cancel cable because they only watch Netflix, the rep is directed to push an internet speed upgrade. ![]() It's pretty standard call center stuff, but Comcast throws in some of its own tactics. Other actions, such as forgetting to perform a credit check or failing to attempt to save the customer, are "auto-fail behaviors." ![]() Consider unstated needs / active listeningįollowing each guideline - from greeting the customer clearly to avoiding "trap words" like "disconnect, downgrade, cancel" - earns the specialist more points. The guidelines are divided into 13 sections:ħ. Even if the subscriber disconnects cable, maybe we can keep them on internet or voice."Ī current employee at Comcast who participated in the Comcast Confessions series provided The Verge with a copy of the 20-page guidelines the company uses for evaluating retention specialists. "We queue the calls for customers looking to disconnect to a retention team who are authorized to give more deeply discounted products to keep subscribers. "We locked down the ability for most customer service reps to disconnect accounts," a billing systems manager who worked for Comcast from 2008 to 2013 told The Verge. Retention specialists are trained to persuade a customer to stay, or at least not cancel all their lines of service. Remember that Comcast customer service representative who just wouldn't let Ryan Block cancel his service? That employee was in Comcast's retention department, which is a customer's last stop on their way out.
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