Internal Comcast Call Center Training Video. For production information, licensing / permission to use: Contact - licensing(at): www.jsptv.com / 303-721-6121
I used to work in a call center. A guy was mad about his bill and told me he was going to jump off the Brooklyn Bridge. I said "We would hate to lose you as a customer sir".
@@Niko-ys9iecustomer service is quite literally the opposite of telemarketing. As a former customer service rep we did not want people calling us and tried to get off the phone as fast as possible. That’s like the exact opposite of telemarketing
From working in a call center, I can confirm....customers are never like that. It would be more along the lines of " WHY THE F**** did yo stank a** company charge me 0.15 this month!!!"
Unfortunately, all this BS results from the fact that corporations are so greedy and put profits before honesty and integrity. This is the crap that exists today, and I ask where is the shame from these corporate douchebags? Believe me, I hate communism, but there are also many parts of capitalism that are extremely faulty.
She didn't ask the Customer " Is there anything else I can assist you with?" And she didn't finish the call by saying " Thank you for calling Comcast. Have a nice day."
worked in a call center for 12.6 years, best way to get your issue resolved? be always nice to the agent, and most of the time they will do their best and find ways, and go the extra mile to help you out…
I just quit my call center job for a smart home company... One of the reasons was that I was sick and tired of bullsh*tting the customer. Actually I'm surprised I wasn't fired, a customer called one time having a problem with her system and she was still in the period that she could cancel the service and reverse the contract (Which she would be locked in for a few years), I saw that and then told her "I can send a tech for free because you are within 30 days of installation but are you aware that you will have to pay 200$ for any future technician visits after that?" - "What!? I did not know that, I don't agree to that! I want to cancel" - "I would be happy to transfer you to our customer loyalty team and they can help you with that" - "Yes, please! And thank you for letting me know. " - " You are very welcome, thank you for calling ____ , I'm transferring you now". 🤣 I did that only once, but it's hard if you are a person of morals to carry on such bullcrap.
@@Emanouche Right ,its why I could never work in sales . I tried a few of those MLM companies in my 20s and I always felt bad trying to convince people to spend their money haha.
So .. take the lollipop out of my mouth.. stop texting friends while asking for people's social... and make people feel false excitement about getting ripped off. GOT IT
so you charge me for the extra free service that I am supposed to have, so is not free I am being charge more for your "free service" great thank you!!
Because she had the customer service reps total attention instead of constantly being put on hold.. trust me I know I can tell when I don't have their attention. Former call center employee myself. Anna In Ohio.
@@buckeyedav1 my condolences lol congratulations on the FORMER part. I’m a former call center employee as well. Bank of America, Hughesnet, AT&T and the dreaded Comcast. Worst jobs I’ve ever had.
I am so glad that I do not do that job anymore it was a nightmare although now I am nice to customer service people because I know that they want to bang their head on the desk.
Agree, same here... however you can't let them push you with the bull-crap they are trained to tell you as shown in the video. If I was the customer I would have been like "Nothing against you, I know you are trained to tell me that, but think about it, this is a bull-crap excuse. Can you do anything for me to lower the amount back down? If not I want to speak to a manager".
Thrasher987 isn’t just with Comcast. People become entitled brats when they are the customer. The whole idea of the customer always being right is misunderstood. It doesn’t give you the right as a customer to treat the employee like shit.
I am assuming the customer signed a contract agreeing to this beforehand, you know those documents that only lawyers actually know what the hell is in them. The Company would need this agreement, or they would open themselves up to a lawsuit. Of course, have fun explaining that to a customer, they aren't going to be happy with that. No one knows that they are agreeing to random price hikes, anytime it suits the company. Part of the problem is that Comcast is the only cable company in many areas of the company, so they get away with this, since there is no competition to keep them honest and competitive on prices.
In other words, "we are giving you on demand and other services for free" but we are raising your rates to keep up with the technology??? The whole company needs to go to jail.
aakar88 rates go up, taxes go up, minimum wage goes up insurance goes up stop your bitching if you don’t like it then don’t have it everything goes up get used to it!
Blake Steele when i transfer calls for upgrades of my customers directv box. i took them to the verification dept and the rep i talk to? was indian that his name was steven hahahaha i muted the phone and said what the fuck xD
1) What call center agent picks up a phone, as opposed to using a headset? 2) Some of these companies are known for taking customers who are trying to shed services to lower their bills and instead try to sell them additional services. You need to be very firm and make it clear what YOU want.
It's only hilarious if you work in a call center. customers don't talk like that and neither do the phone reps. the right and wrong ways here are both hilarious but its a dry ironic humor
Even if you do, as long as the customer doesn't hear you, who cares? Management usually doesn't. Just make sure you are muting physically the mic so that management can't record you. You gotta do what you gotta do to stay sane at this kind of job. You're gonna put me on a micro-management tight leash and have me bullsh*t angry customer all day long for 12 lousy bucks a hour, damn straight I have my right to candy and sh*t talking between calls with a co-worker! 😂
ROFLMAO. This is totally unrealistic, worked in call centers way too long, there isn't a customer out there that would just accept this. This would have ended up being escalated to a supervisor. I've had customers argue over a 2-3 cent discrepancy, because of a pro-rated bill that got changed on the last day of the billing cycle, and that is a valid charge. I'm assuming that Comcast, probably has this buried in the customers Terms & Conditions that they signed when they first enrolled, otherwise, they can't just raise the price whenever they feel like it. Have fun trying to explain to a customer that they agreed to this when they signed the agreement, lol.
To be honest everytime my comcast bill goes up I just call them, imply that i will have to leave their service if I cant lower my bill (even though I have no intention of leaving and can easy afford the new price) and they always put me on some promotional 12 month package that was either the same price or cheaper than what I was paying before the price increase. So, I actually applaud their lack of caring because it means if I slightly inconvenience them by calling. It'll get me exactly what I want.
Thanks for telling me this. I am the ceo of comcast. Now I know. Kidding. Though you are correct with that because agents from the retention department or customer solutions needs to offer everything just to have a customer stay
Patrick Arredon They Monitor the calls...If they notice a pattern with your calls they’ll look you up...They have the ability to go back and listen to any call you have taken....
I can see why comcast employees treat people like shit the pressure they have on them must be unbearable I mean it looks like a shitty place to work I wonder if they even let employees talk to each other.
TheCopyto Oh Ok. It is true that it changes literally every month. I quit like 6 months ago and my ex coworkers are all in a broader campaign now so who knows hehe.
I work for Comcast right now, they do let us talk to each other as long as we make the calls and they still force clients to buy things that they don't need for a higher price... I honestly don't know how are the Comcast services since in Puerto Rico we don't have them, but every time I sell something to a customer I hope to God they get the best for what they're paying.
Also, I don't know how the system works in the U.S. but where I work if you treat a client as shit you get fired sooo fast. The only reason I'm still working in the company is because at least they pay $8 an hour, bit the people that call sometimes are so rude... All I want is to help them the best I can do that I can continue with my life but the majority of time if I don't say a word right they rapidly scream for a supervisor because I'm not helping them right... I'm just a person who speaks two languages and in order to give you my best service I have to translate everything in my head.
Underpaid, abused, chained to a desk all day listening to dumb people who can't read a bill in English who is screaming at you, demanding, and ungrateful... No wonder you get crappy customer service.. Try going back to school, learn to read a bill, try speaking in English, and be a little nicer.. You will get farther in the world...
I work for comcast going on five years (thank you for your prayers) and I've never ever heard a call like that. The way I look at it, when they hired me they said they wanted someone ethical and honest. I said are sure? So that is what they get, I tell people the truth (I can't believe they havent fired me, but I keep trying) many calls end with I hear "Honey you wont fukin believe this, I got a real person at comcast...." On that call I would say "You got to be kidding, how much they need? Lets take a look...good grief you already paying $275 a month for cable and internet! Holy smokes! Last month and next is $550 balance! I couldnt do that, lets see...4 boxs, get rid of those, buy your own modem, and cable? I cut my and I wish I would of done it years ago, I found I can fall asleep to netflix just as well as paying $200 a month of commercials. Just get the internet for your TV you have more then you could ever watch, trust me. And no commercials, you'll never watch cable again I can't IDK how people do it. That would take you to $80 a month! Everyone is doing it, do you still use 8 tracks? Buggy whip? Talk to a young person they'll tell you how it works. And you have outages all the time? Thats because all that money you pay don't go to maintain your network, all that money goes to buy new accounts, thats why its always going on and off, it will only get worse. No problem its been my pleasure now get out of here and thank you for choosing comcast ha ha!" And thats it, a co worker said "I dont care anymore I tell people the truth!" I said great idea I think I'll do that! lol. They want you to lie to people? Why they don't cut me in on the action so.... Cheers lol.
It's not just Netflix and RU-vid if you have a smart TV you can almost subscribe to every channel on cable plus several more you might not get. Hell one day by sheer curiosity I discovered an amazing FREE site called tubi that has a lot of great older movies,.TV shows and anime. Yes there are commercials but it's not the annoyingly intrusive kind in TV movies where your movie gets cut all to crap so hardee's can make your waist line as thick as their thick burger every 20 minutes
And new customers get deals while loyal ,long term customers get the rate increases . Unfortunately ,Comcast/Xfinity is still the only company w internet speeds fast enough for me, especially now working remotely due to C@VID 😒
What I find disturbing about Comcast and rates that get raised is the they normally sign you for a multi-year contract. And in my book that means that once you are in that contract, they should not be allowed to raise the rates, unless they change the contract. It's just poor business practice to stiff a customer for 5-15 dollars more on their contract because "they had to raise the rates". That's part of doing business.
As a former Comcast employer we dealt with this call a lot....If you read your agreement somewhere on there it says Equipment Taxes and Fees are subject to change at anytime during your promotion/contract No one reads that agreement
That's how they get you, people need to read their contracts... I worked for a smart home company and their crappy system breaks all the time, then customers are always surprised that they have to pay for a technician to come fix it because they are still under contract and paying for their equipment. - "Why should I pay a tech when I'm still paying a premium each month to finance my equipment!" - " It's just like taking a loan for you car, though you are still paying the bank for it you still own the car and have to pay the mechanic when it needs to be fixed..." "That's BS I've NEVER agreed to that!" - "It's also under section 5 of your contract where it says that you agree to any technician fees that may arise to come fix your system" - "I don't remember EVER signing anything like that" - "I also have a copy of said signed contract right in front of me with your signature on it, would you like me to send you a copy via e-mail..." - "but... but..." 😰- "If you wish you can pay a little extra of 10$ a month for our premium service plan that includes free technician visits when needed..." I just quit today actually, I'm not enough of an a-hole to keep working at a job like this long time.
She forgot to plug discounts, customer surveys, ask to update information, ask if the customer needed additional assistance or ask for a number in case they get disconnected. Their "right" way would have failed the quality assurance checklist. There are certain aspects of the list that it doesn't matter how the call went, you automatically fail the call if you do not do these things. Their right way would have failed where I work.
@@jmjn916 I work for comcast and that call doesn’t meet the standards that we have. There’s a lot of key words we have to mention and we also have to ask the customer if they need anything else because if they do and we don’t ask, then they will probably call back and if they do, that affects our metrics.
To the owner of this video: I would like your permission to use this video in a training activity. Would that be ok? If you are not the right party to grant that permission, could I please request you to point me in the right direction?
I hate angry customers. They are sometimes right when they inconveniences with the company but there is zero need for them to be mean to representatives, supervisors or managers. When you're mean to representatives you may have a bigger problem since the person won't be willing to help you because of your stupid mindset. And secondable those customer who ask for American people just because you are from another country and the thing is if your issue doesn't have any way to be resolved nobody will fix it no matter where they representatives are from.
In the second time also the customer was nicer at the beggining and of how she asked why the bill was increasing If you treat well its easier for agents to resolve the issue for you
i work at comcast, tech support... 1st, we dont get a desk, we share a desk and we're not allowed to have any papers or personal stuff in it, only the computers. 2nd we are not allowed to have food, not even snacks or candy, only water or coffee. 3rd we are not allowed to put customers on hold for more than a minute, we are FORCED to maintain conversations even if the customer doesnt wants to speak or isnt in a mood, this is very stressful. 4th we CANNOT hang up, be rude or transfer without reason, this are reasons to get fired on the spot. 5th customers NEVER speak as clearly as here,,, there is always an awful sound quality, weird accents, they yell or talk like they just woke up. 6th we CANNOT talk amongst each other during calls.
you know these wer created as training videos...satirically showing right way and wrong way to talk to customers..funnny comments always on thsi video!!!
Every time I call Comcast, I get the first type of person. I would love if we could skip the customer service line and just talk to one of the technicians. The technicians know what they are talking about.
yeah that still doesn't stop the amt going up and even the cx talked differently when she "called in " the second time around and so easily accepted the answers why the price went up because she could take advantage of free services not
That wasn’t funny at all. That was actually great acting on both people’s parts. The only funny thing about this is the idea of an American female customer actually being agreeable at the end. Now THAT’S laughable!
The call was definitely much better handled the second time, however increasing someone's bill while increasing their service isn't a joyous occasion, it's charging them for a new product without them consenting. Similar to if Target was able to bill your credit card and ship you some random Tea Towels you never ordered.
Notice the bill the customer is holding has a past due balance and the bill totals over $400? Good grief - at least don't use a bill with a past due amount! lol
Companies will always raise prices and from a business perspective that's a good thing. From a shareholder perspective, revenue can't stay stagnant once they've captured the entire market and have increased programming costs. However, honestly, they almost did better in the first round as opposed to the second. To start with, why can't our CRMs work with calls across the board yet? Zendesk Talk and other platforms should make it where the caller is identified upon pickup with information adjacent to the call is available so they can better personalize the call. Then again this is likely old, however, still asking for anything outside of "may I verify the user on the account that I'm speaking to" seems kinda redundant. That aside here's how I think it should have went. 1. Empathize with the customer and agree on the frustration with the higher bill (even if complaining over $3.50 on a 2yr contract plan seems hilarious); "Thanks for calling Comcast this evening. I totally get your frustration around the added charges. Just one moment here while I look a bit deeper into what's actually going on" 2. Break down the plan in question. "Thanks again for your patience here. Firstly, I see that you've been around with us for a year now which is great! While I continue looking into this is everything going great otherwise? While we appreciate your ongoing loyalty, we like to make the barrier of entry to our services a bit easier given you have to go through the trouble of switching from a competitor. So, as a result, pricing is a tad cheaper for the first year as we subsidize our plans a little bit for you. In this case, we want to give you the most cost savings possible so we partially subsidize the first entire half of your contract with us. While we don't have to do this, we think it makes moving in with Xfinity just that extra bit smoother." 3. Additional circumstances. "One other reason that your bill looks to have increased was due to the additional programming fees that some of our partners have imposed on us in addition to the additions we have had to make in capacity to support our new users. While it's never easy to raise our prices, the additional fees have forced us to pass down some of them on to you." 4. Cheap ways of compensation "Seeing bills increase is never fun. However, I'd love to see if there's any way if I could help short of actually lowering those charges for you. If you'd be interested, I'd be happy to provide you with a three month subscription to HBO on us. This would normally cost $15/mo. So, it's a $45 value. If you'd be interested in it just let me know and I'd be happy to apply it for you. 5. Thank them and empathize with them one more time. "Again, I really appreciate your understanding here. I know increases in charges are never fun and we frequently negotiate with the content providers that we work with to ensure your bills are as low as possible. If there's anything else that I can help you with today, please don't hesitate to let me know. Otherwise, thanks again for your loyalty and calling Comcast today. Have a great rest of your day"
i just did this with comcast, but i did it through chat first. you can get someone quick if you start using profanity. told the rep i was tired of paying for services i didnt use (phone and TV), and i just wanted internet. after we discussed what i wanted, he said i would have to speak with someone over the phone to confirm everything. i said hold up, i am not about to go through all this **** with someone new. so he gave me the link to schedule the call and gave me the chat reference number, so I would have a record of the chat and so the rep on the phone could see what we discussed. all worked out and my bill is $60 cheaper now. back to those 2015 prices baby!
first off they hang up on you from the get go to make you call back and go through all the prompts again, then they put you on hold about five times, then they transfer you to someone else who puts you on hold five times , then they say they have to talk to their boss and they will call you back in twenty minutes, then they don't call you back and you have to call and restart the whole process over again this repeats over and over for infinity ....That is why they call themselves Infinity
Hahahaha, what a joke. First of all, it’ll be Rajpar Jarfloogian taking your call and he’ll give you the wrong price on a new package to lower your bill. Then, if you have any trouble with your service, he’ll send a technician at your cost, even though there’s nothing wrong with your equipment or anything you’ve done. Give me a break.....
Good lord can they least try to find someone as the comcast rep to be just a little more animated ? She acts like she missed her wake up regimen today.
this is nowhere near to the reality.... the customers dont care if they are getting an extra programming if they are being charged a bit more they for sure will yell at you and get mad...
