By now you’ve probably heard the Comcast call that went viral because of the disastrous customer service that was caught on tape.
But was it really bad customer service or was it just great salesmanship?
What went wrong? What could the sales rep have said differently? What can Comcast do about this problem in the future?
MISTAKE #1: The sales rep failed to use magic words with the customer.
The first thing that went wrong is the adversarial tone. Me vs. You never works in customer service nor does it work in sales.
When you push, people automatically push back. When you argue, it just makes people dig their heels in more to prove you wrong.
The magic words he should have used were “yes”, “thanks”, and “help”.
“Yes, I can absolutely disconnect your service for you. Thanks for being a loyal customer to this point. While I’m processing this, can I ask for your help with something?”
THEN start asking questions and do your best to retain the customer based on their answers NOT on your script.
Maybe the rep did this, who knows? We came into the conversation late. My bigger concern is…
MISTAKE #2: Comcast failed to use the right magic words to motivate its employees.
I did some research and found that Comcast is making a classic mistake when it comes to motivating employees.
Very simply, the more people who cancel, the less money the customer service rep gets paid.
When are we going to learn that money does not make people motivated any more than it makes people happy?
This motivation technique directly leads to the biggest mistake of all…
MISTAKE #3: The customer service rep is clearly not focused on helping the customer.
In fact if you listen close, you’ll hear a little Freudian slip about his real motivation. (at about 0:25)
Ultimately, this is why the customer has shut down. This is why it’s painful to listen to the rep bust out every sales tactic in the book in this situation. The sales tactics are powerful and effective and I can see why Comcast included them in their scripts and training.
But without a solid human connection, without the basic foundation and bridge that the right words and mindsets can build for you, it’s a losing battle.
This is a perfect example of the impact a lack of human connection skill can have on a company overnight.
That’s why I’m urging Comcast and other companies to realize that focusing on creating more human connection IS focusing on the bottom line. This is not just the actions of one employee, this is a symptom of what happens when people don’t understand how their words are really affecting the people around them.