I bet this isn't news to anyone who has been a Comcast customer:
That annoying Comcast rep was just following orders: ****** memo
One week after publicly apologizing for a customer service representative who wouldn’t take no for an answer, an executive of the cable company admits the man was doing what he was told. A ****** memo says ‘the agent on this call did a lot of what we trained him and paid him ... to do.’
Somehow, we knew this.
The really irritating Comcast representative whose refusal to disconnect a customer created a virtual outrage? He was pretty much doing what he had been told.
Turns out the guy was following "a lot of we trained him and paid him — and thousands of other retention agents — to do," according to an internal Comcast memo ****** to the Consumerist website.
"He tried to save a customer, and that's important, but the act of saving a customer must always be handled with the utmost respect," wrote CEO Dave Watson, who publicly and privately apologized last week to former Engadget editor Ryan Block, who spent nearly 20 hellish minutes trying to disconnect his cable service.
Block recorded the phone call and then posted it on the Internet, where it promptly went viral and unleashed a tirade of complaints against the cable behemoth, one of the most disliked service providers in the country. More than 3 milliion people have listented to the recorded phone call.
Block and his wife, writer Veronica Belmont, spent an agonizing 18 minutes with an unnamed 'retention' specialist who bullied and interrogated the couple about why they wanted to cancel their account. The Comcast employee refused to give them a confirmation number and terminated the call.
In the ****** memo, Watson admitted "It was painful to listen to this call, and I am not surprised that we have been criticized for it. Respecting our customers is fundamental, and we fell short in this instance."
That said, the letter praised retention employees "who make it easy for customers to choose to stay with Comcast."
Or in other words, make it difficult for them to leave.
http://www.nydailynews.com/news/national/irritating-comcast-rep-told-article-1.1877687
That annoying Comcast rep was just following orders: ****** memo
One week after publicly apologizing for a customer service representative who wouldn’t take no for an answer, an executive of the cable company admits the man was doing what he was told. A ****** memo says ‘the agent on this call did a lot of what we trained him and paid him ... to do.’
Somehow, we knew this.
The really irritating Comcast representative whose refusal to disconnect a customer created a virtual outrage? He was pretty much doing what he had been told.
Turns out the guy was following "a lot of we trained him and paid him — and thousands of other retention agents — to do," according to an internal Comcast memo ****** to the Consumerist website.
"He tried to save a customer, and that's important, but the act of saving a customer must always be handled with the utmost respect," wrote CEO Dave Watson, who publicly and privately apologized last week to former Engadget editor Ryan Block, who spent nearly 20 hellish minutes trying to disconnect his cable service.
Block recorded the phone call and then posted it on the Internet, where it promptly went viral and unleashed a tirade of complaints against the cable behemoth, one of the most disliked service providers in the country. More than 3 milliion people have listented to the recorded phone call.
Block and his wife, writer Veronica Belmont, spent an agonizing 18 minutes with an unnamed 'retention' specialist who bullied and interrogated the couple about why they wanted to cancel their account. The Comcast employee refused to give them a confirmation number and terminated the call.
In the ****** memo, Watson admitted "It was painful to listen to this call, and I am not surprised that we have been criticized for it. Respecting our customers is fundamental, and we fell short in this instance."
That said, the letter praised retention employees "who make it easy for customers to choose to stay with Comcast."
Or in other words, make it difficult for them to leave.
http://www.nydailynews.com/news/national/irritating-comcast-rep-told-article-1.1877687
