When Common Sense Customer Service SURPRISES You!
This week I had to go to our local cable provider, Comcast to upgrade service for a rental property. Now imagine that you have to go to your cable company to do the same. What would you expect? Terrible to say, but when dealing with most utilities whether they be public or private, our expectations tend to be pretty low. It is almost a dreaded experience. This was the case for me. I expected to wait in line forever and thus was not looking forward to the experience.
When I arrived, however, I was met by several surprises. First, I did not have to wait at all, and as I walked in, I heard a representative call out to me. “Good afternoon, may I help you?” I walked over to her window and was immediately impressed by her warm smile and her question of how she could be of assistance. I told her that I needed an upgraded cable box and she said she would be happy to help. I noticed that she immediately began calling me by name and even though behind bullet proof glass, was able to make me feel very welcome in her enivironment. I inquired as to the increase in rate and she told me the new billing amount. As I had called to ask this question before coming, I was surprised when the rate quoted was more of an increase than I had expected. Now this would normally be a pretty quick conflict trigger, especially for my “A” type personality. Her calm response explaining that my promotional rate had expired followed immediately by a statement that she would check for any other promotions that I might qualify for kept that “A” at a “B” level! This is something I teach in my customer service programs. Whenever possible, move to the best time zone… THE FUTURE! Noting my concern over price she asked me if I was sure I wanted the upgrade. Here is another feather in her cap….she let me have control. When you have to give not so pleasant news to a customer, find a way to let them be in the driver’s seat.
Nancy was so professional, understanding, and courteous that before I left, I upgraded not only my renter’s cable box as he had requested, but also my own cable box (even amid fears that my husband will now watch golf 24 hours a day on 12 golf channels – - – OK that might be a slight exaggeration!) Nancy, the Comcast representative, was able to show me how I could upgrade and actually save money on my current billing. She also pointed out that the special she was offering was only for 6 months and that I might want to write that date down incase I wanted to review the decision at the end of the six months. (What a personality study she was… She remembered my ire that no one had told me the renters original pricing was for only 12 months!)
The rest of the story, as Paul Harvey would say, is that when my renter tried to hook up the box that evening, there was a problem. I had to return his box. Interesting that now instead of dreading the return visit to Comcast, I was hoping that Nancy would be there and was fully confident that if she was, she could handle my situation with ease. When I walked in the door, she was at the “Payments Only” window. Even though she was helping a customer, she looked over his shoulder and smiled at me. When another representative called for me to proceed down to a different window, Nancy who had recognized me from the previous afternoon told her “I’ve got it!”. She then tested my faulty equipment and got me a new box and then tested that in front of me just to make sure it was OK before I left.
Congratulations Nancy… you have forever changed my outlook on visiting Comcast. At least in my eyes, you have won not only service professional of the month acclaim but also sales representative of the month with your upsell skills. And what is your secret to success…. Common Sense!