Comcast promises quick action against scapegoat

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  1. JonS

    We are very embarrassed by the way our employee spoke with Mr. Block and Ms. Belmont and are contacting them to personally apologize.

    read as: we're embarrased this kind of thing has finally become public.

    The way in which our representative communicated with them is unacceptable and not consistent with how we train our customer service representatives.

    read as: it is unacceptable this CSR was unable to retian their business when our training guidelines clearly stipulate that customers are not to be released, no matter what. Clearly this CSR has strayed from the training guidelines.

    We are investigating this situation and will take quick action.

    read as: By the end of today our remaining CSRs will be left with no confusion as to whether it is acceptable to release a customer. (Spoiler: It isn't.)

    While the overwhelming majority of our employees work very hard to do the right thing every day, we are using this very unfortunate experience to reinforce how important it is to always treat our customers with the utmost respect.

    read as: The beatings will continue until morale improves.

  2. davide405

    While this rep probably crossed a line that even Comcast's own training guidelines ostensibly prohibit, his behavior does not exist in a vacuum.

    There is probably a "leaderboard" somewhere in his cube farm where agents with the highest retention rates are named and their competition tracked.

    At monthly meetings, the agent who has achieved the very highest retention rates is recognized, lauded, and rewarded.

    Agents whose retention rate is too low are given extra-training, poor performance reviews, and are eventually shown the door if they don't get with the program.

    No agent is ever censured for having too high a retention rate.

    Now balance that against what the company says its policy is about the aggressiveness of retention representatives.

    I'm not saying the guy didn't act like a jerk; he may (possibly) be predisposed to such behavior by his character. I don't know him personally, so I can't judge his character at all.

    But Comcast's corporate culture created the monster we listened to in that recording.

  3. orenwolf

    The reply needs to be something like:

    We instruct our representatives to try and determine the root cause of a departure, as we often find that these issues represent correctable concerns. We've clearly pushed this culture too far, and will be retraining staff in the future, and moving compensation away from, determining this information.

    What do you think the chances are that we'd see this? Near 0% I'd wager.

  4. xzzy

    I guess the lesson here is that to trigger real change, everyone who calls Comcast should record their call and upload the results to the internet. Only when they start firing everyone in some misguided effort to make it look like Comcast cares will they maybe realize the problem isn't individuals, it's the culture of the whole corporation.

    It's bullshit that we live in a world where customers have to fight to be treated like humans, but considering Comcast isn't going to disappear and will in all likelyhood only get bigger and more pervasive I'm not sure what other option exists.

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