PEOPLE SKILLS

NEXT-GEN

THE NEXT GENERATION OF GREAT STARTS WITH 8

Your Mindset (Ideal Tone and Goals)• Summarize the interaction

• Review what, how, why and explain next steps

• Keep customer informed throughout interaction

• Eliminate unexplained “dead air”

• Verify solution is what customer expects

Customer’s Mindset (Worries or Questions)• Am I clear on what the

agent did and what I can expect next?

Your Customer Should Feel• Their request/issue was

handled effectively

• Confident in the solution and next steps

• Appreciative of and comfortable with your explanations

• Confident in their

buying decision

TIPS AND STRATEGIES1. Clear Explanations: Keep customer informed throughout interaction; review selections

and decisions, costs, timing and next steps; clearly explain actions Comcast will take and any customer responsibilities; convey accurate info (i.e. don’t promise tech pre-arrival call if unavailable in certain market).

2. Confirm Understanding: Probe to ensure understanding and agreement on decisions, costs, timing and next steps.

3. Collaborate with Customer: Provide additional detail in response to customer clues or requests for clarification; adequately explain need to transfer call, if applicable; review all product and service decisions.

It Might Sound Like...“I’m looking in our appointment systems to find a date/time that fits your schedule. It may take a few moments.”

“Do you have your bill? Could you read off which charge you are looking at specifically?”

“May I please put you on a brief hold while I contact that department? If the hold time is longer than expected, I’ll check back with you in about a minute... I appreciate your patience.”

“Before our tech arrives, please remember someone 18 or older must be home, keep pets secured and ensure we have access to the equipment.”

“Before we wrap up, let’s talk through the charges you will see on your next bill...”

“As a new customer, you are getting a great promotion that gives you a reduced rate for 12 months. On X/XX/XX, this rate will roll to $XXX.”

“In the future, you can see billing details online with the MyAccount app, which lets you do XX, XX, XX…”

“Great question! Let me explain how our Wi-fi is used with those devices...”

“I want to make sure this connection issue gets fixed quickly, so I’m going to transfer you to advanced tech support. They have the specialized tools you need to resolve this problem.”

PEOPLE SKILL 8: SET CLEAR EXPECTATIONSKeep the customer accurately informed throughout the interaction by

using transparent communication to ensure next steps are understood.

G-8