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Kevin > I just found out my Comcast email address is KMICALIZZI_658@comcast.net. I was originally an adelphia subscriber, how do I get a password assigned?
Beth > Hello Kevin_, Thank you for contacting Comcast Live Chat Support. My name is Beth. Please give me one moment to review your information.
Beth > I am glad to have you on chat. I hope you are having a wonderful day, Kevin.
Beth > You are welcome, Kevin.
Beth > I understand how frustrating this is for you not to be able to have your password. No worries, you have reached the right person to help you out. Your concern is my topmost priority for today.
Beth > I will be more than happy to assist you. Rest assured that at the end of this conversation, I will be able to provide you with your password, Kevin.
Beth > Are you still there, Kevin?
Beth > Okay, Kevin. I can wait for you. Thank you.
Beth > Thank you for the information.
Beth > While pulling up your account, how’s your day so far?
Beth > That is good to hear, Kevin.
Beth > By the way, Kevin, are you a big movie and TV fan? Comcast now has the best free online streaming and extensive video collection of television shows, movies, trailers and clips online. For you to experience this great entertainment site please visit http://www.fancast.com/. Please check it out sometimes.
Kevin_ > That’s what I was checking out when I realized I needed my comcast email and password.
Kevin_ > I didn’t know I had this email address, I originally had Adelphia cable, which was bought by Comcast.
Beth > I see. That is great, kevin! I hope you will enjoy the site.
Beth > Going back to your concern, do you have a pen and paper handy with you? I will be providing you with your password. Please let me know if you are ready, Kevin.
Beth > Thank you, Kevin.
Beth > Please take time answering the survey after our interaction. We greatly value your feedback for us to improve more on our service. You can do this by clicking on the “END SESSION” button and please don’t forget to click on submit.
Beth > Thank you for bringing Comcast to your home! Again, this is Beth. We appreciate your business and value you as a customer. Our goal is to provide you with excellent service. If you need further assistance, you can always reach us through chat 24 hours a day, 7 days a week.
Here are the places I would make some changes.
I will be more than happy to assist you. Rest assured that at the end of this conversation, I will be able to provide you with your password, Kevin.
This part was probably not necessary at all. The rep had just said they can help, it would have been better to move on to the account information needed to get the password reset done. This part was also followed by a long pause, then “Are you still there, Kevin?” I wasn’t really asked a question, so I assumed the rep was doing something on their end. I was just waiting for the rep to tell me what comes next. From calling into support organizations in the past, I was expecting to be asked for my account information.
While pulling up your account, how’s your day so far?
By the way, Kevin, are you a big movie and TV fan? Comcast now has the best free online streaming and extensive video collection of television shows, movies, trailers and clips online. For you to experience this great entertainment site please visit http://www.fancast.com/. Please check it out sometimes.
Going back to your concern, do you have a pen and paper handy with you? I will be providing you with your password. Please let me know if you are ready, Kevin.
This part actually made me laugh. I don’t think I’m some super-tech-genius, but if I’m already at the keyboard chatting, I’m guessing I don’t need to run for pen and paper. We probably could have skipped this part too and gone directly to the new password.
Please take time answering the survey after our interaction. We greatly value your feedback for us to improve more on our service. You can do this by clicking on the “END SESSION” button and please don’t forget to click on submit.
The last few chat messages, starting with this one surprised me. They appeared in my transcript, but must have been sent after I clicked END SESSION. I would have said “Please take a minute to answer the survey you’ll see after our chat.” and “We greatly value your feedback to help us continue improving our service.” After the rep gave the password, I said “thanks” and expected some kind of closing message or something like “have I answered all your questions?” I was excited to get going with my new password so when I didn’t hear anything for about a minute, I ended just the session.
Again, my goal here is not to criticize the level of support Comcast provided. While experience could have been smoother, the rep handled my issue is less time than it probably would have taken to call in, get through the phone system, explain the problem to someone, and get it resolved.
From the tone of the rep’s language in the parts I’m guessing were spontaneous, I would assume there was some level of cultural difference. The language sounded more formal than I’d expected. There didn’t seem to be any difficulty communicating about the issue, just that the responses didn’t read as well as they probably could have.
The only thing that actually annoyed me was that the rep used my name 11 times in our very brief exchange. It was way too much. If someone had done that in conversation, I would have assumed they were afraid they wouldn’t remember my name and were repeating it at every opportunity to memorize it. In this case, there is a written transcript, so the chances of forgetting are very slim. Yes, the sweetest thing is hearing the sound of your name, just not too much.
Always read your scripts/message text out loud. Does it sound natural? If doesn’t, rewrite it.
No matter how well you script the exchange, some level of actual conversation is required. It’s not possible to script every word someone would say in a conversation. Train your reps well, periodically check for language, and continue coaching the reps to help them get even beter.
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