WORST EVER customer service call – Comcast is 'very embarrassed'

[NickStone]

http://www.theregister.co.uk/2014/07...doing_his_job/

The customer service operative was probably only doing his job. It is typical of managers blaming their staff for doing what they're paid to do when things go wrong. The guy was probably had sales targets to meet or exceed and is probably the reason why he acted in that way. These types of instances always remind me of a comment I heard years ago...



"An organisation is like a tree full of monkeys,

The ones at the top look down and see nothing but smiling faces,

The ones at the bottom look up and see nothing but a*** holes"

[DoYouKubuntu]

O. M. F. G.

[HalationEffect]

That was a 'retention specialist' (or whatever Comcast calls that job position) on the line. Horrible, awful job to have.

not consistent with how we train our customer service representatives

Most likely that's technically true... but once the employee's training is done with, his supervisor / manager will be leaning on him to keep up his performance metrics. For example, he may be required to convince at least 75% of people calling to change their minds about cancelling their service. If he consistently fails to meet his targets, he loses his job.

Chances are, the customer here was unlucky enough to have been talking to someone whose stats were borderline and was desperate to keep his (crappy) job.

Best way for a no-fuss ISP service cancellation is to tell them you're moving home to somewhere that they don't cover.

[SteveRiley]

Take the time to read the comments. Very illuminating. A number of call center managers and others with experience in retention groups confirm that Comcast's training pledge is bullshopt; the phone reps get penalized every time they fail to retain a customer. What a terrible, terrible way to run a business.