What makes good customer service? Obviously not the customer service agent in this video. Which by the way this video is just 8 out of the 18 minute long conversation. Having done a lot of customer service in my jobs whether it be face to face or on the phone this video makes me cringe and would most likely get me fired if it were something I would have done. It doesn’t even sound like a customer service call, it sounds like a bad breakup. It’s not you, it’s me. I just don’t want to be with you anymore. But honey I can change!
I understand being in an inbound call center can be really challenging and stressful especially when you throw commissions into the works. People are calling in everyday being upset about something, you never just get anyone calling in because your company is doing a good job. I wish!
Customers expect you to fix the problem, and in this video the problem is the customer wants to cancel. Now, a company never wants to see you cancel, but even with your customers who are on their way out from a company you still want to leave a lasting impression, word of mouth should be your friend.
Comcast has one of the worst reputations as a North American inbound call center with their customer service and this video shows it. Not only for this video, but there was a news article printed about this woman who called in to get the channels she was being billed for. After calling in, she received her bill in the mail address to Super B*tch Bauer. Another customer was also called an a-hole on their bill.
Very professional Comcast.
So the next time you are calling into an inbound call center service you should take notes on how they treat you. Most people, or at least people who work at a call center will say the customers are the ones who are horrible to deal with. But sometimes it just might be the customer service agents themselves.
If you want to add extra customer service to you business please consider contacting BaseTend. We are a great answering service. Our virtual receptionists are always polite and eager to help your customers!