Comcast service rep: a deeply fearful employee trying to hold onto his paycheck

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  1. Spocko

    I was hoping that you guys would pick up on this part. This tells us something about monopoly power and how it is used in multiple fashions (against employees, customers, competitors.)

    Why can they use this against employees? "You don't like your job fine, I can get 2,000 English speaking Indians to do this for 1/3 we pay you, not to mention all the other people in the US who need work."

    I wrote to Sonic.net, my internet service provider (which is also a full fledged phone carrier) and suggested that the CEO comment on this.

    They have a retention team too, but they aren't jerks about it. It might be because the incentives aren't the same and the company culture is different.

  2. thadboyd

    Yep.

    Next up: Comcast goes after the guy who wrote the Reddit post.

    I recently worked in the web design department at a company you've heard of. The best description I can give of their bonus system was "incentivizing mediocrity". Every time I took the time to build a website the right way without taking shortcuts, I got a talk from my supervisor about my low numbers. In one particularly ludicrous situation, they fired one of the five guys on my team without any plan in place for replacing him, and then we started having near-daily meetings about why our team's numbers were down 20%.

    The upside to being a temp with no chance of receiving any bonus regardless of how good a job I did was that I never felt the pressure that most of the department did to sacrifice quality for the sake of quantity.

  3. mmmPi

    All the more reason to ask for a supervisor as soon as you get any push back on any service call. Main reason is to get someone who has the authority to yes/no your call, and let them take the hit instead of the scared employee.

  4. vonbobo

    If it's not good for the investor, then get bent.

  5. Senorwences

    How can we, as culture jammers, increase the incentive for companies to provide a better service because it costs less to provide good service than suffer the abuse of a spurned consumer?

    For example, who can script an ELIZA with recognition of the retention scripts and voice to speech to keep the retention person on the line for, oh, his entire shift because it knows how to hem and haw?
    "Your argument is persuasive. But I hate you. But I feel like I need you. But I threw away the TV because of my hate for you. But I can get it out of the trash." All we need is one working model. Give it to a Comcast subscribing friend and let it run while you capture the resulting hours of audio to a big RAID.

    When the retention unit is exasperated because your Eliza Comcast Canceling Companion can outlast entire shifts of persuasion, how can the companies' retention strategies continue to work without affecting their returns on investment?

    Digitize the audio of your ELIZA working its way through to the point of the company's exasperation. Edit the audio so it contains only the ELIZA part because that will make it more non-sequitur for anyone on the other end of the line. Put it on the Internet under a CC license.

    When people need to cancel their Comcast accounts, they can just pull up the website we set up, set the audio playing into their Comcast phone, and walk away. The bills should stop flowing in and our friends can return the equipment.

    Hit Comcast (and their ilk) in the pocket book. That will stop the insanity.

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