Customer Service Do’s and Dont’s

I work as a CSR for ComCast cable aka Time Warner, I take pride in my job not because I like my job but because I have strong work ethics. Im patient, helpful, friendly, and well informed. Im a rare jewel in the customer service business (so Ive been told).  My job is HARD from a mental and social stand point because I directly deal with irate peeps who pay outrageous amounts of money for cable service. 95% of the customers that I speak to are friendly and professional when I speak to them but there’s always few fools who have horrible phone edict, bad, manners, and stank a$$ attitudes. They call in for help and expect the CSR’s and supervisors to go extra miles for their problem JUST because. The truth is, comcast only requires us to do but so much before they are placed on hold and then transfered to another department. If you call first tier call centers and cuss us out we can actually hang up on you as long as we follow proper procedures. With that in mind people need to remember that ole school saying when it comes to putting in special request’s.

“You can catch more flys with honey then with vinegar.”

DO have all your information ready before you call

Having your acct# will make it faster for us to find you acct and pull it up. Dont assume we have it up just cause you punched it in on the phone. What you’ve actually done is allowed the computer to direct you to the right call center  that matches your city and state. If you have a billing issue have your bill in front of you so that we can go over it together in an organized manner.

DONT bitch at me about how long you were waiting

CSR’s have NO CONTROL over the wait time, you bitching about waiting the first 20 minutes of a phone call will only prolong the wait time for someone else. Have some consideration for the next person in line.  Quite frankly there is nothing we can do about the complaint. Trust me if you’ve been waiting a long time our calls are most likely comeing back to back and were doing our best to get to you.

DO cooperate when we ask you to verify information.

I always run into customers who refuse to give out the last 4 of their SS#.  NIGGA! I can see your whole SS# already and sometimes your credit card number. If I wanted to do something with it trust me it would have been done already. I just need to know YOU are who you say you are. If you refuse to verify all your info I WILL  hang up on you.

DONT cuss at the CSR’s

We have the right to hang up on your a$$ due to abusive language. If you have to be warned once, next time you WILL be getting dial tone. Calling me out my name will not motivate me to give you what you want. If anything it will make me harden up my refusal.

DONT interrupt a CSR when she is giving out instructions after a technician visit is scehualed.

Try doing something that you haven’t been doing for the whole entire call. LISTEN! The instructions we give out are there for a reason. If there’s something else you need to add we will ask you before we disconnect the call “is there anything else I can help you with?” WE  HAVE TO ASK YOU THIS comcast requires us to ask every customer, every call, every time.

DONT ask for a supervisor off top.

Our supervisor’s are BUSY supervising. Give your CSR a chance to see if she can help you first. If you want to wait another 45 minutes for something I can help you with then so be it. Why go through all of that trouble when you dont have to? Why?

DONT pretend you didnt know your bill was past due when you come home to no service.

DO have your creidt card # and expiration date ready when you make a payment

DONT mail in your PAYMENTS! If you must DONT mail a check.

Mailing a check now a days is like asking for an identity thief to prey on you. Another reason Im against it is because it takes damn near 2 weeks sometimes for your payment to post. You are now at the mercy of the postal system in your area (5 to 7 business days), the bank (2 to 3 days), the comcast mail room (?).

DONT get pissy at me over something you know I have no controll over.

We understand that we all represent comcast but some shit just aint my fault.  If you want me to help you just breath and let the shit in past CSR experience go. Im sorry if Shaneuqa hung up on you last week, and Devon cussed you out. Im here now and I want to help you so lets get to the problem.

DONT wait any longer then 24 hours to call us about a service problem.

Getting a timely appt with comcast is about as easy as discovering the GIANT squid. Dont prolong your wait.

DO ask all the questions you’ve ever wanted to ask while your on the phone with me.

If I cant help you I can direct you to someone who has the answers. It reduces call volume (wait time) for me if we handle all your concerns. We DONT want you to call back. One call resolution is my gaol everytime.

DO keep records of who you spoke to and what was said.

CSR’s are supposed to note the account every time you call but some of the people I work with are just lazy. I know its not your job to keep records of the calls and I apologize for the lazy peeps. Protect yourself, look out for your acct, ask the rep for his/her name, REP ID number, and the location of the call center they are working in. If someone promises you something and they dont note it you’ll be at the mercy of a supervisor. Finding out who promised you what will get you what you want alot quicker when you dont see it on your bill.

I pretty sure I didnt cover it all but these are some basic guidelines for you (customers). I know yall are supposed to always be right (rolls eyes) but remember that CSR’s are people too. If you want your process to be smooth and prompt follow these rules. Customer service is a two way street believe it or not , my service is only as good as the cooperation you give me.

And again my name is Soulkimchee, thank you for calling comcast.