Personal

Selling
Cable Television
Services-
Amri Imamdeen
Cable Television Services-
How you will get to the customer?
Today, there are multiple communication channels to choose from, each with its own different
aspects: phone, email, SMS, live chat, Facebook, Twitter and web forms, just to mention the
obvious ones.

There are upsides and downsides to each form of communication, and if you want to offer the best
customer service possible
Background to who the customer is?

Cable customers—especially younger ones—are demanding the same sort of seamless digital experiences
they have come to expect from financial institutions, streaming services, and all manner of online
merchants.

1.  The customer calls in the problem

2. The support agent registers the problem and sends an email receipt with the tracking number to the
customer

3.  Later, when the problem has been resolved, an SMS is sent to the customer informing that the service is
again operational.

4. Customer is happy and he has been informed every step of the way and feels valued
Ask the right follow-up questions and the
information to provide:
• For instance, if the customer says, “I need it delivered quickly,” your agent can ask,
“How soon do you need it delivered? We have same-day and next-day delivery options.”

• Here are four examples:

• Example 1: The agent says, “This rate plan will help you save money on long-distance
calls.” How specific is that? How likely is the customer to buy?

• Example 2: The agent says, “Since you mentioned that you call England twice a week,
the rate plan I recommend will reduce your bill by $35 a month. That saves you over
$400 a year, which you can spend on other things
• Example 3: Then ask your agents, “Based upon what the customer has said, what additional
products can we up sell to make their life easier or help them make money?”

• Example 4: “Keeping that caller’s needs in mind, informing the customer how your product will
help them address their specific problem.”
How to motivate the customer to buy?

• By identifying inefficiencies that cause high customer effort, businesses can make the necessary
improvements to enhance processes in order to provide an effortless customer experience and boost 
loyalty.

• Communicate and Listen- If you want to use data to inform yourself about what your customers want and
need, you should communicate with (and listen to) your customers.

• Be Available “On Demand”- If cable centers are easily accessible 24 hours per day, 365 days per year.
Whenever somebody wants to watch a movie, or whenever they have some free time,to subscribe to a
specific channel. The constant availability of cable centers is one of the main draws to the service.