Comcast Tech Support Epic Service Call

Aug 12, 2014

On July 15th, Comcast issued an apology for what they called an embarrassing interaction between a Comcast representative and Mr. Block and Mrs. Belmont. When Mrs. Belmont called to cancel their Comcast service, the representative began aggressively questioning her as to why she would cancel. About ten minutes into the service call, Mrs. Belmont gave the phone to Mr. Block who then recorded the last eight minutes of the conversation.

During the remainder of the call, the representative side stepped around canceling the service, demanded to know why the cancellation had been requested, was condescending and overwhelming, and would not or could not provide a confirmation number for the cancellation.

Definitely not one of customer service’s finest moments. What can be learned here for future calls and for building the quality of customer service? How can this customer service outrage be avoided in the future?

Better Prepare/Train Subcontractors

Businesses can have the best products and intentions, but if they fail to fully train subcontractors to the appropriate standards it can destroy a customer’s experience. Consider the curbside check-in for Southwest Airlines. Believe it or not, those individuals are actually subcontractors. The beauty is that their motivation, training and service make them seem like they are actual employees of Southwest because their actions display the company’s procedures and expectations.

Customer Service over Company Goals

Another mistake made in the Comcast service call was the overly incentivizing of employees. When this occurs, employees forget about the ultimate company goals – making customers happy with their overall experience. Incentives can blind employees to the needs and wishes of customers. This leads to dissatisfied and disrespected customers, which is obviously bad for business.

Hiring is the Place to Start

While managers sometimes drop the ball in the hiring process and the thoroughness of training sometimes fails, making sure that those who are hired are empathetic individuals goes a long way. People who are naturally empathetic are more likely to go out of their way to make that customer happy. If they were not fully trained in an area, they are going to take the time to ask questions in order to fulfill a customer’s request. When a customer is unhappy, they will be patient, knowing that the emotion from the customer comes from frustrating issues they are experiencing. Ultimately, they will ask that good, customer service question: what can I do for you today?

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Having a merchant account allows an account holder to take advantage of merchant cash advances. When a merchant is approved for an advance, the business agrees to receive a lump sum of cash in exchange for an agreed-upon percentage of future credit card sales.

Pricing varies depending on the merchant’s industry, past credit card processing history, the type of business seeking the account, average ticket sales, and average transaction volumes.

Yes, EMB works with merchants who are building their credit, as well as those who have poor credit. EMB also approves merchants that have no credit card processing history and businesses that have lost their merchant accounts due to high chargebacks.

Several factors influence a merchant’s risk level. Though only one factor likely will not get a merchant classified as high risk, a combination of these may: business size, location, and industry, credit score, credit card processing history, a industry’s reputation for excessive chargebacks, a prior history of high chargeback ratios, and whether a merchant exclusively sells online.

Virtual terminals are stationed on a merchant’s website, making it easy for customers to make a payment or purchase online. Merchants or a payment processor can easily set up virtual terminals, so online businesses can accept credit and debit card and e-check transactions.

A merchant account is a business account with an acquiring bank. Without this business account, which actually works more like a line of credit, a merchant cannot accept and process credit and debit card transactions. Businesses need a merchant account to accept major credit cards via a static point-of-sale terminal, mobile card reader, or through a virtual payment gateway.

After filling out EMB’s simple online application and submitting any necessary, requested documents, many merchants get approved within 24 and 48 hours.

EMB specializes in working with high-risk merchants. EMB works with many merchants, including but not limited to businesses in these industries: gambling and gaming, adult entertainment, nutraceuticals, vaping and e-cigarettes, electronics, tech support, travel, high-end furniture, weight loss programs, calling cards, e-books and software, and telecommunications.

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