Notes

DEMONSTRATING VALUE AND EXPERTISE

1. create a trusted connection
2. identify what a customer is feeling
3. make it personal


CUSTOMER APPROVAL AND RESOLUTION
To create a more simple and transparent buying experience Comcast has enhanced its process.

1. Customer Approval
For every sale, get the customer's approval on the details of their purchase, including the package features and price, equipment charges, additional service charges and fees, payment plans and one-time fees, and any promotional period or minimum term agreement (contract).
2. Digital Confirmation
Follow up with a digital confirmation of their order details in a text message or an email, and a post into the customer's My Account profile within 15 minutes.
3. Customer Resolutions
Customers should never feel they got charged for something that wasn't disclosed or something they didn't order. You will make it easier to resolve billing disputes by pausing collections while working with the customer to resolve the issue.
Summary
Getting customer approval ensures consistent transparency and simplicity

When is Customer Approval needed?
Customer approval applies any time a change is made to the customer bill. New Order? Need approval. Restart services? Need approval. Upgrade Internet speed? Need approval. Repackage services? Need approval. Add another TV box on the day of installation? Need approval.

Let's learn about the process first. You'll have a chance to walk through it during the Resources & Simulations section.
CUSTOMER REALTION

Customer Resolutions is the third step in ensuring a transparent customer experience. It's all about a successful solution to a problem that a customer has presented. Customer Resolutions includes creating standards in how Comcast can make it right when customers report an issue with their bill.

To continually improve the customer experience, it's important to fully address every customer inquiry or dispute. As part of this learning, we will:
-review standard policies to resolve customer billing issues.
-determine when a billing issue should be submitted for additional review as an unauthorized charge dispute.
-demonstrate how to submit an unauthorized charge dispute ticket.

THE PROCESS
1. Determine if the billing dispute is related to the customer's approval.
2. f you are not able to confirm Customer Approval, provide the appropriate credits or otherwise adjust the account to resolve the billing dispute.
3. If you are able to confirm that the customer did provide Customer Approval for the disputed charge, send the customer the Dispute Resolution email and inform them that they have 30 days to pay the disputed amount. The customer will have to make a separate one-time payment of this amount.
4. Allow the customer 20 days to escalate for additional review. If the customer wants to escalate the dispute, create an Unauthorized Charge Complaint ticket in EROnext
SUMMARY
As a company, fix agents and automated processes are in place to meet these guidelines. This Customer Resolution process will ensure that we have taken the necessary steps to review the customer’s account and take the right action – both for the customer and for the company.

UNAUTHORIZED CHARGE COMPLAITNS POLICY


Comcast must address and resolve all customer claims of unauthorized products, services and/or equipment charges. In order to meet this objective, Comcast must:

-determine if the customer approved the allegedly unauthorized charge.
-provide a credit for any charge associated with a product, service and/or piece of equipment for which we do not have a record of Customer Approval.
-provide information to the customer about the resolution of the complaint, the basis for that resolution and whether a credit will be provided.
-escalate the complaint for further review consistent with this policy and as appropriate.
When handling an unauthorized charge, it's important to know what can be considered unauthorized and where you may have to take some additional action to resolve.

Einstein360
Einstein360 is a resource that Care and Sales agents can access for step-by-step procedures. The link to Einstein360 can be found below for more details about the Customer Approval & Resolution process and related steps.
https://einstein360a.cable.comcast.com/einstein_nxtgen#Layout=1

Retail360
Retail360 is a resource that Retail agents can access for step-by-step procedures. The link to Retail360 can be found below for more details about the Customer Approval & Resolution process and related steps.
https://retail360a.cable.comcast.com/

Tech360
The Tech360 App is a resource that technicians use to access for step-by-step procedures. Tech360 is an App accessible for all customer-facing Technical Operation personnel. If you are a technician, access Tech360 for more details about the Customer Approval & Resolution process and related steps.

LINC
L listen
I Inquire
N Narrow
C Confirm

HEARING:
-accidental
-involuntary
-effortless

LISTENING:
-focused
-voluntary
-intentional

INQUIRE
-The litmus test for a clarifying question is: Does the customer have to think before they answer? If NO, its a good clarifying question.

NARROW
Building blocks of addtional information. Complete picture of the issue. Builds rapport.