Comcast Quality Guidelines Retention - eClerx - S4 - Login Retention... · 4 | P a g e START S1 1. GREET THE CUSTOMER CLEARLY Meets Expectations Below Expectations Greet the Customer

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Comcast Quality

September 22, 2016

Version 4.1

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WELCOME TO S4

What is S4? S4 is a universal call flow that is centered on four key actions: Start. Solve. Sell. Summarize. Each action includes

underlying behaviors that provide a well-structured call flow and support a great customer experience.

START. Start every conversation off right with a simple, friendly greeting. Listen carefully to the

customer’s issue and relate and empathize.

SOLVE. Solve by collaborating on the agenda and asking for the customer’s permission to ask questions.

SELL. Sell and save the customer. Present a recommendation as an expert by tying the save offer back to

the customer’s stated needs; focusing on the benefits of the products and services being presented.

SUMMARIZE. Confirm the details of your transaction. Obtain the customer’s email address and let them

know that you will automatically confirm all of the details in writing via email.

S4. Start. Solve. Sell. Summarize. By leveraging S4, you’ll demonstrate to customers that you value their

business and loyalty. You’ll also be able to provide the best possible solution based on their reason for calling.

Regardless of the call outcome, now you have a simple and effective way to provide a consistent, world-class call

experience.

Evaluation of S4 A customer’s call experience has a direct impact on our company’s success. As a means to better each

customer’s experience, Comcast has developed S4 to measure your success while on the phone with customers.

In this document, you will find instructional guidance for every criterion within the S4 framework and examples

of expected behaviors.

HE: Highly Effective

ME: Meets Expectations

BE: Below Expectations

Your job as a customer-facing agent is to give every customer a great call experience every time. You will achieve

a rating of Meets Expectations by meeting Comcast’s very high standards for customer satisfaction on every call.

If you consistently receive a rating of Meets Expectations, you are doing a great job. Remember, Comcast expects

excellence as the norm.

Sometimes you’ll have a chance to better your best and truly give the customer a wow experience. This will get

you a rating of Highly Effective. Highly Effective is something that is not always attainable, and in fact, not always

available.

Guiding Principles In order for any rating to be warranted (Highly Effective or Meets Expectations), all of the criteria in the

bullets must be met.

Criteria behaviors are not required to follow a specific order, although all behaviors must be exhibited

at any opportunity throughout the call to qualify for points.

All blue bolded text indicates the differences between the Meets Expectations and Highly Effective

expectations.

All ‘Words that Work’ samples reflect the highest rating available for each criteria.

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WELCOME TO S4

Table of Contents

1. GREET THE CUSTOMER CLEARLY ............................................................................... 4

2. CLARIFY REASON FOR CALL ..................................................................................... 5

3. RELATE AND EMPATHIZE ......................................................................................... 6

4. TAKE OWNERSHIP .................................................................................................... 7

5. COLLABORATE ON AGENDA ....................................................................................... 8

6. ASK TARGETED QUESTIONS ....................................................................................... 9

7. CONSIDER UNSTATED NEEDS / ACTIVE LISTENING ............................................ 11

8. TAKE OWNERSHIP / MAKE OFFER ........................................................................ 12

9. OVERCOME OBJECTIONS ........................................................................................... 14

10. CLOSE THE SAVE .................................................................................................... 15

11. G'BYE ...................................................................................................................... 16

12. DOCUMENTATION ................................................................................................ 19

BEHAVIORS ...................................................................................................................... 20

SECTION FAILURE BEHAVIORS ..................................................................................... 21

AUTO FAIL BEHAVIORS .................................................................................................. 22

SCORING GRID ............................................................................................................ 23

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START S1

1. GREET THE CUSTOMER CLEARLY

Meets Expectations Below Expectations

Greet the Customer Clearly

Used approved greeting without additional verbiage

or branding added. Greeting includes:

o Comcast name

o State first name

o Customer Solutions Team OR Customer

Loyalty Team (Solutions Team, Loyalty

Team, or similar also acceptable)

o Offer Assistance

Took time with the greeting; was not rushed

Simple and concise

Greet the Customer Clearly

Did not include all of the below items in the

greeting:

o Perform greeting in order

o Use of Comcast name

o State first name

o Offer assistance

OR

Added or removed verbiage to greeting

Spoke in a rushed manner

4 points 0 points

Words that Work • Thank you for calling Comcast. My name is Maria with the Customer Solutions team. How may I help you?

• Warm-Transfers: Thank you for choosing Comcast. My name is Maria with the Customer Solutions team. I’ll be

your consultant/specialist today. I understand you’re calling about <insert issue>.” [pause for reaction] How

may I help you?

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START S1

2. CLARIFY REASON FOR CALL

Highly Effective Meets Expectations Below Expectations

Reflect Reason for Contact

Reflected the specific reason for

the customer’s call, using the

customer’s words; ensuring

accuracy of caller’s situation

OR

Paraphrased or recapped the

specific request/concern of the

customer

Avoided using trap words that

reinforce something negative

the customer stated

(disconnect, downgrade,

cancel, bill too high, rate

increases, discount, cheap,

low, only, reduce, just, basic,

policy, procedure)


Reflected the specific reason for the

customer’s call, using the

customer’s words; ensuring

accuracy of caller’s situation

OR

Paraphrased or recapped the specific

request/concern of the customer


Did not paraphrase or recap

the customer’s

request/concern

4 points 2 points 0 points

Words that Work • Just so we’re on the same page, you’re calling to make some changes to your account?

• I understand you want to explore other options.

• I understand you want to discuss alternatives to your service.

• I understand you want to make adjustments to your account.

• Seasonal: If I understand you correctly, it sounds like you are interested in our Seasonal Plan.

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START S1

3. RELATE AND EMPATHIZE


Relate and Empathize

In situations where Comcast made a mistake,

customer has shared a life event or problem, is

requesting to disconnect or downgrade services

or has a general question:

Empathized by acknowledging customer’s

stated feelings

OR

Related to circumstances without blaming

others or putting Comcast in a bad light

Was genuine

Thanked customer for their loyalty or

patronage

OR

Expressed regret for customer’s intention

of disconnecting services – expressed

value for customer’s business


In situations where Comcast

made a mistake, customer has

shared a life event, problem, or

has a general question:

Attempted to (briefly)

empathize by acknowledging

customers’ stated feelings

OR

Related to specific

circumstances without blaming

others or putting Comcast in a

bad light


Did not attempt to

acknowledge customers

stated feelings or relate to

customers circumstances


Words that Work I apologize for the inconvenience. I understand billing issues can be frustrating. Please know that we value your

business and want to get this resolved for you.

I can understand your needs have changed and you want your services to reflect that. You are a valued XFINITY

customer, and we always want to ensure we’re providing you the services that best meet your needs.

I can understand you want to get the most for your money. You are a valued XFINITY customer, and we want

to ensure we’re providing you the most value possible.

We do value your business and would hate to lose you as a customer.

Moving: I know how hectic things can be when moving but we appreciate your loyalty and you taking time out of

your busy day to give us a call.

Seasonal: We have a plan in place especially for those valued customers like you who would like a more cost

effective plan while you’re away.

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START S1

4. TAKE OWNERSHIP N/A: Verify and Authenticate caller not applicable on warm-transfers where transferring agent confirms the customer has already

been authenticated


Confident Responsibility Statement

Assured customer that action would be taken to fulfill his/her request or to

answer questions

OR

Took ownership using positive words or phrases in a simple statement

AND

Statement reflects intent to solve issue at hand

Confident Responsibility

Statement

Did not reflect intent to

solve the issue at hand

Verify and Authenticate Caller

Attempted to obtain caller identifiers. Followed the below matrix based on

screen-pop activity and distinction of caller type (Authorized or Unauthorized).

1. Caller Name: Asked caller for their name

2. Account Verification:

o Collected TN to pull up account (if not already up)

o Had caller verify address (house number and street name)

3. Security of Account: If caller is Account Holder or documented Authorized

User, collected information in the following order

o Collect last 4 digits of SSN or Account Number (if no SSN)

If any other information being collected, please refer to the policy for

guidance

Verify and Authenticate Caller

Did not follow the Verify/

Authenticate Caller Process

outlined

OR

Did not provide a brief

reason why information is to

be collected or verified

4 points 0 points

Words that Work • You’re in the right department. I am going to take care of this for you today.

• I will be happy to assist you with your billing issues.

• I’m taking responsibility for assisting you with your billing issues.

• I am going to make sure we get this taken care of for you today.

• Seasonal: I am glad you reached me today, because I can help you take advantage of our Seasonal Plan.

Coaching Guidance • It’s more personable to wait until this point to gain customer information. It is less abrupt and allows you to

relate first.

• Remember to reflect customer’s words and be specific when clarifying or reflecting and avoid using the word “that”.

For example, say “I can help make the changes you want,” not “I can help with that”.

Evaluator Notes: If caller volunteers information, agent is not required to ask all of these in order.

For XFINITY Voice accounts, collect the CPNI PIN where appropriate. Please see CPNI policy for further

guidance.

For warm-transfers where the transferring agent confirms the customer has already been authenticated, Verify

and Authenticate Caller not required.

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SOLVE S2

5. COLLABORATE ON AGENDA


Collaborate on Agenda

Asked permission to ask questions

Explained benefits

Let the customer know WIIFM (What’s In It For Me?)

and why it’s important to ask these questions

Accepted the customer’s refusal to grant

permission to ask questions and promptly and

respectfully honored the request to disconnect

their account or line of business

Collaborate on Agenda

Did not ask permission to ask questions

OR

Failed to explain WIIFM

OR

Did not promptly and gracefully honor the customer’s

request to disconnect their account or line of business

despite the customer refusing to grant permission to ask

questions

7 points 0 points

Words that Work

Call Type Words that Work

Bill too expensive In order to find you a package that meets your budget and your needs, I’d like to ask you some

questions. Would that be okay?

Competitive offer We all want the most value for our money and we definitely want to keep our customers happy. May

I ask you a few questions to try to get you something better or comparable to what they’re offering

you?

Promotion expiring The introductory rate you had has expired. We have other options that we might be able to offer.

May I ask you a few questions to get the best one for you and your family?

Do not use I hear what you are saying about changing how you use your services; we have many customers

whose needs change. May I ask you some questions to learn exactly what you need to get you the

right package?

Technical or Customer Now that the issue is being solved (or is solved), may I ask you a few questions to make

Service Issue sure you are getting the best package for you and your family?

Move I know moving can be very busy. Can I ask you a few quick questions to see if we can help you

with service at your new location?

Rate increase We have some options that could apply to your needs. Can I ask you a few questions to get the

package that will meet your budget and needs?

Save Attempt is Not Applicable in the Following Scenarios:

Customer refused to grant permission to ask questions (Collaborate on Agenda) and insisted on

disconnecting their service immediately.

What it Could Sound Like:

Customer: I’m not in the mood to answer any questions. Just disconnect my account.

Agent: I understand and I certainly don’t want to make this difficult. I can absolutely help you disconnect your

account. The reason I asked for permission to ask questions is because I’m empowered and equipped to

help find a solution that works for you and your household. However, if you just want me to disconnect your

account then I can do that right now.

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SOLVE S2

6. ASK TARGETED QUESTIONS N/A if customer declines to Collaborate on Agenda


Ask Targeted Questions

Asked appropriate questions to quickly obtain pertinent

information and understand the customer needs

Engaged the customer throughout the

questioning/problem-solving process

Made the process as “effortless” for the customer as

possible

Paused after each question, giving customer time to

process question and respond

As appropriate, transitioned smoothly and naturally

through all LOBs when probing

Asked appropriate follow-up questions to probe for

root causes or underlying issues


Asked appropriate questions

to quickly obtain pertinent

information and understand

the customer needs

Engaged the customer

throughout the

questioning/problem-solving

process

Made the process as

“effortless” for the customer

as possible


Did not ask appropriate

questions to quickly obtain

pertinent information and

understand the customer

needs


Words that Work When saving, questions should be targeted towards the specific reason the customer has stated:

• Problems: When did <insert problem> first start?

• Competition: Once their promotion is over, how does their regular rate fit into your long-term goals?

• Sounds like you have a busy schedule; how often do you miss your favorite show? A DVR would ensure you

never miss it.

Redirect Agenda example:

• Now that we have resolved the issue, may I ask you a few questions to see if you are still currently in the best

option that suits you and your family’s needs?

• May I ask you a few questions to allow us to create a package that is flexible to your budget and household

needs?

Determining customer’s needs:

• Video and Internet: What type of programming does your family enjoy? How do you use the internet?

• Voice: How do you stay in touch with friends and family? What are the features that are most important on your

phone?

Continued on Next Page

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SOLVE S2

ASK TARGETED QUESTIONS

Words that Work

Call Type Words that Work

Bill too expensive Have there been any unexpected changes in your bill? Has anything changed in the

last few months?

Competitive offer What is it that you value most about your <insert product>? NOTE: Ask about all lines

of business.

What kind of (speed, channel lineup, prices) are they offering you?

What do you value the most about your <insert product> (per line of business)?

Promotion expiring Have you been enjoying your current service?


Do not use How do you enjoy <insert product> (per line of business)?


Technical or customer

service issues

Can you describe the issue so I can see how to resolve it?

How long has the issue been going on?

I am going to transfer you to <insert department> to get this solved. Before I do that,

I’d like to ask you a few questions to make sure I understand your issue... is that okay?

Move Oh great! Where are you moving to?

Great news, we can continue to provide you service. May I ask you a few questions to

make sure we continue to provide you the best services for you?

Rate increase Have there been any unexpected changes in your bill?

What do you value the most about <insert product> (per line of business)?

Seasonal Have you been on our Seasonal Plan before? Are you familiar with how our Seasonal

Plan works?

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SOLVE S2

7. CONSIDER UNSTATED NEEDS / ACTIVE LISTENING N/A if customer declines to Collaborate on Agenda


Active Listening

Used Active Listening Skills by listening for unstated

needs or unstated reasons that prompted the call

Demonstrated observation of at least one unstated

need

Redirected the agenda as required to keep the flow

of the conversation

Active Listening

Did not uncover one unstated need that would help

to either save or sell XFINITY Products/Services

7 points 0 points

Words that Work • I understand what you are saying…

• Do I understand that you would like to watch <insert specific shows or programming>, but it comes on at

times that don’t work with your family’s schedule? A DVR would ensure you never miss any of your favorite

shows.

• Seasonal: While you are away, will someone be looking after your home that may need access to the services?

• Seasonal: Will an alarm system need to remain active?

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SELL S3

8. TAKE OWNERSHIP / MAKE OFFER N/A If Save Attempt is not appropriate (see list below) N/A if customer declines to Collaborate on Agenda


Present Offer and Shared Benefits

Presented recommendation as an expert

Shared benefits of the products and services offered

or provided a value statement at time of offer

Tied offer to customer needs by referencing

customer’s stated or unstated needs

Kept offer simple. Presented one offer at a time and

presented the total bill amount

Paused after making offer to give customer time to

process the offer

Present Offer and Shared

Benefits

Presented

recommendation as an

expert

Shared benefits of the

products and services

offered or provided a

value statement at time

of offer

Present Offer and Shared

Benefits

Did not present a

recommendation that

would be beneficial to

the customer


Words that Work Present Recommendation as an Expert:

• Based on what you told me about <insert customers stated/unstated needs>, I highly recommend <insert recommended

solution/package/promotion> so you can <insert benefits of recommended solution>.

Save Attempt is Not Appropriate in the Following Scenarios • Customer is moving in with an existing Comcast customer (Agent must verify XFINITY services active at new address)

• Customer is moving to a non-Comcast area (Agent must verify by looking up zip code)

• Account Holder is deceased/ incapacitated

• Temporary/ Seasonal disconnect and Seasonal Plan is not available in their area

• Natural Disaster

• Customer refused to grant permission to ask questions (Collaborate on Agenda) and insisted on disconnecting their service immediately

• Customer requests to remove a line of business that was added to their account without their knowledge or consent

Continued on Next Page

Examples of Customers

Stated/Unstated Needs:

Benefits of Recommended Solution:

Watch movies, sports, kids, ethnic, educational,

news, etc.

XFINITY has all your favorite programming. Enjoy instant access to thousands of hit movies,

the latest episodes of the top 100 shows, and loads of kid’s programming included with your

service at no additional cost.

Traveling often /

Ever changing schedules (work, dance, sports)

XFINITY has the best On Demand experience. Enjoy access to TV shows and movies from

anywhere and stream live TV from over 75 networks with the XFINITY TV Go app or at

xfinity.com/tv.

Stay connected at millions of hotspots nationwide and save on your wireless data plan.

Download the free XFINITY Connect app and use your home phone number to stay

connected on the go.

Multiple devices /

Other users in the home

Enjoy the fastest and most reliable in-home WiFi - with the most coverage for all rooms, all

devices, all the time.

Streaming video XFINITY Internet speeds will ensure you can continue to stream high quality video without

buffering. Plus, XFINITY Internet delivers 100% or more of the speeds you’re paying for.

Long-distance calling to relatives and friends Whether at home or on the go, XFINITY Voice provides more ways to connect with friends

and family with unlimited nationwide talk and text and reliable home phone service with the

best call clarity.

Landline for alarm system and E911 XFINITY Voice will give you peace of mind knowing you’re always connected.

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SELL S3

TAKE OWNERSHIP / MAKE OFFER Cont’d

Call Type Steps to follow before the offer matrix Steps to follow within the offer matrix

Bill Too

Expensive

• Ask targeted, probing questions

• Determine unstated needs more specific than bill is too expensive

• Discuss value of current and additional services and how they fit

customer’s needs

• If customer is satisfied with explanation, move to close the call

• If a value issue, follow offer matrix and

begin with upgrade or sidegrade

bundled offer

• If financial hardship, reduce bill by

dropping features/service

Competitive

Offer

• Probe on specifics of competitive offer

• Understand competitor’s offering vs. what services the caller has

with us

• Explain competitor’s limitations (caps, speed, etc.). Use “Were you

aware…?”

• Emphasize value of our services

• Probe to find any other underlying needs


• Identify an offer on the matrix that

addresses the competitive situation

• Consult competitive offers information

from Competitive Edge as needed

• Remain focused on advantages of

XFINITY and limitations of competitors

Promotion Expiring

• Remind customer that promotion rates are introductory offers

• Emphasize the value of current package for customer’s needs

• Ask targeted, probing questions to determine underlying needs, but

avoid asking about all lines of business if customer only wants to

remove his promotion


• Remove promotion at customer request,

but identify an offer on the matrix that

could replace the promotion

Do Not Use • Ask targeted, probing questions about use of each service

• If not using particular service, find out whether others in

household use or would use that service


• If still not satisfied, consider other options on the matrix

• Assess whether changes to the service

would increase use

• If cost issue, look for ways to make less

expensive

• If seasonal issue, move to seasonal or

specialized package

• If features issue, consider upgrade,

downgrade or sidegrade to match needs

Technical or

Customer

Service Issue

• Apologize to the customer

• State that you are taking responsibility for resolving the issue

• Contact relevant support queue or escalate as needed

• Once issue is resolved, ask targeted questions

• Use offer matrix to upgrade or provide

one-time adjustment only if needed to

address customer frustration

• Evaluate opportunities to add services to

account based on customer needs

Move/

Transfer • Ask customer to where he or she is moving

• If moving to a Comcast area, assure customer their XFINITY

service will be transferred

• If moving to a non-Comcast area, express gratitude for the

customer’s business and our wish to serve him or her again. Offer

to transfer the customer to the Cable Movers Hotline number.

• If customer’s new address is seasonal (customer is a “snow bird”),

educate customer about the Seasonal Plan

• If customer is unwilling or unable to provide a new address, ask

probing questions. Customer may instead be planning a move to

a competitor

• Follow Retention move procedures as

necessary and provide customer with

move hotline

• If appropriate, switch customer to a

Seasonal Plan

• If customer appears to be using “moving”

as a smokescreen for switching to a

competitor, attempt to retain customer

using offers and competitive positioning

Rate Increase • Confirm specific increase on account

• Explain the rate increase

• Highlight XFINITY reliability

• Remind customer that competitors also increase their rates

frequently

• Explain value of customer’s services

• Ask targeted, probing questions to determine any additional needs


• If required, address the customer’s

concerns with the rate increase by

providing a promotional offer

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SELL S3

9. OVERCOME OBJECTIONS N/A If Customer did not object to offer presented N/A If Save Attempt is not appropriate

N/A if customer declines to Collaborate on Agenda


Overcome Objections

Asked questions to better understand

the objection, if applicable

Acknowledged the objection

Attempted to address all objections by

specifically using customer's stated

needs to overcome customer resistance

to the offer of products/services

AND/OR

Made it clear that alternatives are

available, but several discussed needs

will be unfulfilled by those

alternatives

Made fallback offer when appropriate

Overcome Objections

Acknowledged the objection

Attempted to address

resistance about purchasing

product/service by re-

emphasizing benefits of

service or product being

offered

Overcome Objections

Did not attempt to address

resistance about purchasing

product/service


Words that Work Objection Response

I just saw an ad for $48 bundle That bundle is tailored for new customers to offer basic service. Can we take

a minute or two to look at your current package?

I don’t really watch TV Is there anyone else in the house that watches TV? We offer a bundle for only

<insert amount> that allows you to watch shows at better quality than you

can get with your antenna.

It’s too expensive What do you like to watch? I am sure that we can find a product

combination that will fit your needs and your budget.

I use Netflix to watch online You should definitely sign up for at least <insert tier name> Internet to enjoy high

quality video streaming without buffering.

Is there anything cheaper? What do you use the Internet for? ... With <insert tier name> Internet, a typical song

takes approximately <insert time> seconds, while it will take <insert time> minutes

with our <insert tier name> Internet.

Why should I pay for Seasonal Savings on installation charges when you come back and a reduced monthly

Plan if I am not going to be rate while you are gone.

there for four months? Continued Access to the information you need: Video through xfinity.com;

Comcast Email through any internet connection via Comcast.net; Voice to

keep your current phone number and access your Voicemail via Comcast.net;

Home alarms will be supported (if already supported).

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SELL S3

10. CLOSE THE SAVE N/A If Save Attempt is not appropriate N/A if customer declines to Collaborate on Agenda


Ask for the Save

Asked for the save or close the save

Ask for the Save

Did not ask for the save or close the save

7 points 0 points

Customer Committed to Proposed Solution = 5 bonus points!

Words that Work Close the Save:

• I believe this offer meets the needs we discussed. Can I go ahead and set this up for you?

• Does this offer sound like it will meet your needs?

• May I update your account to reflect these changes?

• May I go ahead and set up your Seasonal Plan for you?

Technique Example

Communicate Typically our installation times fill up quickly, do you want me to hold an appointment

Urgency for you and you can take some time to think about it?

Multiple Choice Close Sounds like you are looking for the best Internet service. Would you like our Blast! or

Performance speed of Internet?

Assumptive Close So why don’t I go ahead and set you up, when would be a good day to activate

your service?

Summary Close So it sounds like you are looking for a bundle that has great educational channels such

as TLC and Discovery channels, right?

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SUMMARIZE S4

11. G’BYE (formerly known as ‘Confirm Details’ and ‘End on a Positive Note’)

Save/Upgrade

Meets Expectations Below Expectations G’ Get Verification 3 points

▪ Reaffirmed choice / Issue was resolved (if applicable)

▪ Provided current or changed package summary

▪ Ensured email and phone # are current

▪ Completed Minimum Term Agreement acceptance (if applicable)

▪ Did not follow each step of G’BYE

▪ Did not take time and/or rushed through

G’BYE

▪ Did not provide enough detail to prevent a

repeat call

▪ Did not end call positively

B Bill Recap 2 points

▪ Reviewed new monthly charges and next bill information

▪ Discussed prorates, promo roll-off, future step-ups

▪ Disclosed one-time fees:

▪ Installation, Equipment, Early Termination Fees, Shipping

Y You Can Manage via Self Service 2 points

▪ XFINITY My Account app (or visit xfinity.com/myaccount)

▪ XFINITY TV Go app (if customer has XFINITY TV)

E Expectations / End on a Positive Note 2 points

▪ Informed that an order summary email of changes made is sent

▪ Confirmed Pro-Installation / Self-Installation (if applicable)

▪ Mentioned 30-Day Money Back Customer Guarantee (if applicable)

▪ Transferred to TPV for Voice upgrades [E911] (if applicable)

▪ Offered additional assistance

▪ Thanked for remaining a Comcast customer!

Call Transfer:

▪ Advised customer who he/she is being transferred to and why

▪ Asked if additional assistance was needed prior to placing transfer

9 points 0 points

Words that Work Put this in your own words:

G’ We’re finished with your account changes now. I’m happy I was able to help and I think you’ve made a great decision. You’ll

have access to some very cool XFINITY features right away. I have a few things to quickly SUMMARIZE first, mainly to make

sure I have all your order information correct.

B I want to let you know we bill a month in advance. After installation of your upgraded service, your next bill will reflect a

month of service, taxes, fees and installation charges. Plus, it will include charges for the following month. After that, your bill

will only be for one month’s worth of service, taxes and fees.

Y Now for the fun stuff. With Self Service and our apps, there are all sorts of features you can access immediately that will

make your XFINITY experience better and more convenient. If you haven’t already, I would start by downloading the XFINITY

My Account and XFINITY TV Go apps. In the Apple or Android App store, search ‘XFINITY’ and you’ll find both of these.

E I know we’ve covered a lot today! Within 6 hours, you will be receiving an email confirmation summary of the changes we

made to your email address on file [[email protected]]. This high-level detail will provide you a written confirmation of the

changes we made. Is there anything else I can assist you with today? Thank you so much for your loyalty to Comcast!

mailto:[email protected]

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SUMMARIZE S4 Move/Transfers


▪ Reviewed summary of disconnected service at old/current address

▪ Provided order summary for new address

▪ Ensured email, phone #, and bill-to address are confirmed/captured

▪ Completed Minimum Term Agreement acceptance (if applicable)



G’BYE


repeat call


B Bill Recap (old and new) 2 points

▪ Confirmed prorates on final bill and arrival date at desired address

▪ Reviewed new monthly charges

▪ Discussed prorates, promo roll-off, future step-ups

▪ Disclosed one-time fees:

▪ Installation, Equipment, Early Termination Fees, Shipping

Y You Can: 2 points

▪ Use your Comcast ID to stay connected with the XFINITY My

Account and XFINITY TV Go apps.

▪ Continue to watch purchased content (xfinity.com/store,

On Demand Purchases app)

▪ Take your current equipment with you (if applicable)

▪ Return your equipment to a local UPS Store (if applicable)

▪ Fallback options: XFINITY Store or technician visit


▪ Informed that an order summary email of changes made is sent

▪ Confirmed Pro-Installation / Self-Installation (if applicable)

▪ Mentioned 30-Day Money Back Customer Guarantee (if applicable)


▪ Transferred to TPV (if applicable)

▪ Thanked for remaining a Comcast customer!

9 points 0 points


G’ We’re finished with your order for your new home. You’ll have access to some very cool XFINITY features right away. I have a

few things to quickly SUMMARIZE first, mainly to make sure I have all your order information correct.

B What mailing address should we use when we send the final bill for the services at your current home? As a reminder, we bill

a month in advance so the final bill will result in a credit based on your scheduled disconnect date. This can change if you

don’t return your equipment to Comcast or if you continue to make On Demand rentals, purchases, etc. Now, let’s talk about

the new monthly charges and one-time charges for the service at your new address…

Y During your move, you can continue to use your Comcast ID to stay connected with the XFINITY My Account and XFINITY TV

Go apps. If you haven’t already, I would start by downloading them to your tablet or smartphone. In the Apple or Android

App store, search ‘XFINITY’ and you’ll find both of these.

E I know we’ve covered a lot today! Within 6 hours, you will be receiving an email confirmation summary of the changes we

made to your email address on file [[email protected]]. This high-level detail will provide you a written confirmation of the

changes at your old address as well as the services at your new address. Is there anything else I can assist you with today?

Thank you so much for choosing Comcast!

mailto:[email protected]

18 | P a g e

SUMMARIZE S4

Disconnect


▪ Reviewed disconnected services summary and dates

▪ Ensured email, phone # and bill-to address are current



G’BYE


repeat call


B Bill Recap (final bill) 2 points

▪ Confirmed prorates

▪ Informed when to expect final bill (check where they are in billing

cycle to determine if final bill will actually be a credit)

▪ Reviewed early termination fees (if applicable)

▪ Educated that unreturned equipment will result in an additional bill

Y You Can: 2 points

▪ Return your equipment to a local UPS Store

▪ Fallback options: XFINITY Store or technician visit

▪ Continue to watch purchased content (xfinity.com/store,

On Demand Purchases app)



▪ Thanked for being a Comcast customer

9 points 0 points


G’ I’ve finished making the changes to close your account and cancel your service. I’m sorry to see you go but we’ve

enjoyed having you as a customer. Before I let you go, I have a few things to quickly SUMMARIZE first, mainly to make

sure I processed everything correctly and to set clear expectations for what’s next.

B Okay, I want to talk to you about your final bill. Your Billing End Date is on (DAY/MONTH) and you can expect your

final bill to arrive at the bill-to address you provided on (DAY/MONTH). As a reminder, we bill a month in advance so

the final bill will result in a credit based on your scheduled disconnect date. This can change if you don’t pay your

current bill, you don’t return your equipment to Comcast, or if you continue to make On Demand rentals, purchases,

etc.

Y You can return your equipment to either a local UPS Store or you can drop it off at an XFINITY Store. Would you like

help finding the nearest location? Even though you’re leaving Comcast, you can continue to use your primary XFINITY

username and password to access and watch any of your On Demand purchases online.

E I know we’ve covered a lot today. Again, we’re really sorry to see you go and hope you’ll consider Comcast again in the

future. Is there anything else I can assist you with today? Thank you for your business.

19 | P a g e

SUMMARIZE S4

12. DOCUMENTATION

Meets Expectations Below Expectations Proper Documentation

Accurately documented and noted the account:

o Who called (caller name)

o Reason for the call

o How was issue resolved/actions taken and

additional information, such as next steps or

ticket numbers, promotion offers that may be

needed for future reference

If disconnect order placed, accurate disconnect

reason code(s) were applied to order to reflect “Who

and Why.” Who will provide services to customer in

the future and why customer left?

Proper Documentation

Did not record:

o Who they spoke with

o Why they called

o What they did to resolve the issue

Did not use an accurate disconnect code

4 points 0 points

Words that Work • I am capturing our conversation today on your account so that anyone assisting you will be able to tell what

we worked on today.

Example of Effective Account Documentation:

• Caller Name: Actual caller name

• Situation:

• Actions Taken:

• Resolution including next steps (if any):

• Grand Slam and/or ER Ticket # (optional):

• Miscellaneous Notes including Benefits and/or Products Pitched for Sale and outcome

Evaluator Notes • Evaluation of this standard is about what was actually done versus what was said

20 | P a g e

ADDITIONAL INFORMATION

BEHAVIORS

Consistently maintaining these behaviors is expected throughout each conversation.

Behavior Rating Description

Tone,

Confidence

& Clarity

Meets

Expectations

2 points

Used professional, pleasant, upbeat, and energetic tone; using appropriate pleasantries

(throughout the call)

Spoke in a clear, unrushed pace; appropriately matched customer’s tone

Kept explanations simple and paused for customer understanding. If jargon was used,

provided explanation to customer

Below

Expectations

0 points

Did not maintain professional, pleasant, upbeat, and energetic tone (throughout the call)

Spoke in an abrupt or fast-paced manner. Therefore, did not match customer tone

Provided confusing explanations to customer

Active

Listening

Meets

Expectations

2 points

Provided frequent indications of active listening

Did not intentionally interrupt or talk over customer

Referred to information previously provided by customer to further the conversation

Below

Expectations

0 points

Forced customer to provide information multiple times

Intentionally interrupted or spoke over the customer

Contact

Management Meets

Expectations

2 points

Minimized pauses and dead air to 20 seconds or less, with pauses being brief and explained

not impacting the flow of the interaction

If Applicable:

Hold: (60 seconds or less) Provided a specific explanation as to why hold was necessary; set

realistic expectation for hold time

Frequently checked back with customer if more time was needed

Below

Expectations

0 points

Displayed excessive dead air (+20 seconds) points without explanation

OR

Dead air/hold times impacted flow of interaction

If Applicable:

Hold: (60 seconds or less ) did not adhere to all elements of hold guidance; explanation why,

expectations for hold time, frequent check-backs

Acknowledge /

Take

Responsibility

Meets

Expectations

2 points

Maintained role of an expert. Assured customer we are solving or have solved for issue

Used positive word choice; did not use negatives or irritators (I’ll try to do that, I don’t know,

unfortunately… like I said…it’s our policy…)

Presented a unified front by not placing blame or speaking negatively about another agent,

department, process, or company

Below

Expectations

0 points

Neglected to assure customer we are solving, or have solved for issue

Used negatives or irritators (I’ll try to do that, I don’t know, unfortunately…like I said…it’s our

policy…)

Placed blame or speaking negatively about another agent, department, process, or company

Build Rapport

and/or

Demonstrate

Concern

Meets

Expectations

2 points

Showed a genuine interest or concern for customer’s situation at each opportunity

Acknowledged customer’s feelings as appropriate (anger, sadness, frustration, etc.)

Used information provided by customer to personalize the interaction and build rapport by

personally relating

Below

Expectations

0 points

Neglected to show genuine interest at one or more opportunities

Neglected to acknowledge customer’s feelings/situation as appropriate (anger, sadness,

frustration, etc.)

21 | P a g e


SECTION FAILURE BEHAVIORS

Section Failures are defined as specific behaviors that could have negative implications to the

customer or to the business.

Each of the below outlined section failures will constitute a removal of all points in the respective

section noted.

Section Failure Category Resulting

in Zero Grade Definition

Under

Authentication

S1

Start

Failure to perform proper authentication according to

National Authentication Policy which resulted in

disclosing specific account information to a non-

authorized user.

Account Actions

S2

Solve

Misinforming customer of charges applied to account

Failure to advise/disclose any applicable fees

Telling the customer one thing, then doing

another/failure to follow through) – i.e. prices,

packages, roll-off dates, add-on’s, upgrades,

downgrades, applying a credit to the account, not

scheduling a technician visit, customer asked to speak

with a supervisor and failed to escalate (via ER ticket)

Evaluator Note: If a promise is made to a customer that we

are unable to process during the interaction, a notation of

what customer was promised needs to be notated on the

account

TPV Process

S4

Summarize

Failure to attempt TPV Process Appropriately, where

required

22 | P a g e


AUTO FAIL BEHAVIORS

Auto-fail behaviors are defined as specific behaviors; egregious or possibly unethical in nature,

which could have negative implications to the customer or to the business.

Each of the below outlined auto-fail behaviors will constitute an overall grade of zero.

Auto-Fail Behavior Definition

Rudeness (verbal)

Acting rude, disrespectful or arguing with the customer

Refusal to escalate

Profanity/name calling

Hanging up on the customer

Refusal to transfer a call

Call Avoidance

Failure to answer (not at desk, mute/unplugged)

Placing customer on hold to take a personal call

Engaging in side conversations

Surfing web for personal reasons (gaming, shopping)

Working on non-work related materials

Inappropriate Transfer Blind Transfer to another Agent or Queue (does not include

a cold or warm-transfer)

Advocating or encouraging the caller to contact any

Corporate Escalations group

Misrepresentation of Account Changes Making a change to an account without the

caller’s knowledge and consent. For example:

upgrades, downgrades, “slamming”.

23 | P a g e

SCORING

SCORING GRID

Section Criteria HE

Score

ME

Score

BE

Score

Points Possible

% of Score

Section Weight

S1

1. Greet Customer Clearly 4 0 4 4%

19% 2. Clarify Reason for Call 4 2 0 4 4%

3. Relate & Empathize 7 4 0 7 7%

4. Take Ownership 4 0 4 4%

S2

5. Collaborate on Agenda 7 0 7 7%

26% 6. Ask Targeted Questions 12 6 0 12 12%

7. Consider Unstated Needs / Active Listening 7 0 7 7%

S3

8. Take Ownership / Make Offer 13 7 0 13 13%

32% 9. Overcome Objections 12 6 0 12 12%

10. Close the Save 7 0 7 7%

S4 11. G’BYE 9 0 9 9%

13% 12. Documentation 4 0 4 4%

Behaviors

Tone, Confidence, Clarity 2 0 2 2%

10%

Active Listening 2 0 2 2%

Contact Management 2 0 2 2%

Acknowledge / Take Responsibility 2 0 2 2%

Build Rapport / Demonstrate Concern 2 0 2 2%

Bonus Customer committed to Save Solution 5

Section Failures

S1 - Under Authentication Deducts 19 points

S2 - Account Actions Deducts 26 points

S4 - TPV Failure Deducts 13 points

Score Total Score __ __ __ 100 100%

Total Score + BONUS __ __ __ 105 105%

Documents

Comcast Quality Guidelines Retention - eClerx - S4 - Login Retention... · 4 | P a g e START S1 1. GREET THE CUSTOMER CLEARLY Meets Expectations Below Expectations Greet the Customer