Listening; Listening, my 7 minute “nightmare”. In   7 minutes, how does one even have enough time to respond, let alone listen, interact and end a call with confidence, satisfaction or even a sale?   For me, it’s a daily fight. I watch as my time clock increases second by second. How do I get this customer off the line in “time”!   No longer do I look forward to the kind words of long time subscribers. Now I think it’s only how quickly my lunch break will arrive. My mind is in a lock; I was always trained to save the business, spend as much time as you need to save that revenue and reassure the customer that Comcast is the preferred choice of service. The economy is dwindling, TV revenue is down; Comcast though still maintains a solid outlook and impressive financials for the upcoming fiscal year, but somehow, they feel the most costly event, is time spent on the phone. I can’t imagine why there would not be enough savings in a corporate wide 2% cut back in benefits to sustain the financial lively hood of customer service.
The customer service role of metrics issued has changed by “milestones”. The role of customer service I play is simple, yet complex. Listening entails the primary component and objective. The Front Lines, the emphasis of our daily role is named. I present the very first impression to the customer. By the end of each call, it will literally entail the customers ultimate “Taste” of worthy service and the need to continue business with Comcast, my current employer.
Listening in the role of customer service at Comcast is not only a skill of specialty, but an individual degree of difficulty. Each customer is in need of some type of special needs or attention.
It could be as simple as educating the customer on the breakdown of billing and charges or it could call for a need of assistance from other co-workers or the need of supervisory support. The heightened call of distress is of great concern as I have to continue to “Battle against the Clock.”...