“We all know that it takes strength to call a utility or telecom. But the patience of two customers was seriously tested recently when they had the audacity to contact Comcast and make a simple request.
Writer Veronica Belmont and her husband Ryan Block, a product manager at AOL (parent company of The Huffington Post), called Comcast last week to disconnect their service. The couple planned to switch to another cable and Internet provider, but the customer service representative who handled their call had no intention of letting them do so.”
Listen to the full recording here: https://soundcloud.com/ryan-block-10/comcastic-service
Cenk Uygur (http://www.twitter.com/cenkuygur) and Ana Kasparian (http://www.twitter.com/anakasparian) of The Young Turks listen to a recording of the customer service call and discuss. Have you ever had a horrible experience like this? Tell us about your experiences with customer service reps in the comment section below.
Comments
I hope they read this comments because this guy’s isn’t an outlier. That constant question asking is probably because they had the same stance the whole call of not giving any info about why they were leaving. A lot of the time if they have some info they can get you better rates to get you to stay or other save techniques. Also getting a detailed reason for leaving is probably one of his job requirements. If he doesn’t get the reason typed down he gets a reprimand. What if this guy was on a final warning? I’d understand his persistence then.
Its the way Concast/TW managed their call center retention department. This poor guy working for Concast acts this way toward his customer because he was trained to be this way. His job is threatened with write ups (usually 3) if he can’t meet certain metrics as a retention rep every month. And yes they get a commission for retaining a percentage of customers. I know this cuz i used to work for TW back in my younger days. Everybody is working under the threats of termination if they don’ meet certain numbers. Everybody is scare shitless of losing their jobs and has no say to management. And every months TW come up with new ways to pressure the call center reps to meet those metrics. Every months somebody get fired for not meeting them. We see new faces every few months. This is what happen without union representation. TW treat their call center reps the way Walmart treat their low pay employees.. Like shits!!!!! Ur expendable, we can replace u and we will!!!!