After this audio recording of an infuriatingly aggressive Comcast representative arguing with a customer went mega-viral, Comcast, which instructs its employees not to take no for an answer, is now throwing its representative under the bus because he refused to take no for an answer.
Here's Comcast's statement:
We are very embarrassed by the way our employee spoke with Mr. Block and Ms. Belmont and are contacting them to personally apologize. The way in which our representative communicated with them is unacceptable and not consistent with how we train our customer service representatives. We are investigating this situation and will take quick action. 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.
As one commenter on the Comcast site observed:
Anyone with a modicum of compassion feels for your rep as much as they do for the customer. Certainly any cancellation works against some performance metric which will aim to objectively quantify or analyze a human interaction (in the least human way possible) on some fiscal report, tacking the loss of this customer on the rep that couldn't retain said customer's business.
I agree with this commenter. There's a reason the customer service representative sounded so desperate on the recording, and it's not because he enjoys being an asshole. It's because Comcast has made it clear that his job is on the line if he can't retain subscribers.
Maria Farrell admits that comparing smartphones to abusive men (they try to keep you from friends and family, they make it hard to study or go to work, they constantly follow you and check up on you) might seem to trivialize domestic partner violence, but, as she points out, feminists have long been pointing out […]
Trump wants to roll back regulations that promote low-power light bulbs, even though at this point the industry has moved on and isn’t likely to do much in the way of modernizing incandescents. His interest is, as always, deeply personal: he thinks LED lights make him look orange. “The light bulb,” the president began. “People […]
The wonderful folks at Paleotronic (previously) have rounded up scans of articles from 1980s-era computer magazines that advised new computer users on navigating the burgeoning world of dial-up BBSes.
On the one hand, nostalgia is “a corruption of the historical impulse,” according to William Gibson. On the other hand, “Super Mario Bros.” will never not be cool. Luckily, there’s a way to satisfy that retro gaming while still keeping an eye on the future: The GameShell Kit. This thing is simultaneously the last handheld […]
The field of data analytics can get intimidating, even for business professionals who constantly rely on it. But at its heart, its purpose is to simplify. To take mounds of information and distill their insights into a single clear picture. Currently, the go-to software for painting that picture is Tableau. And if you want to […]
If you’re in the market for a stable, durable camera fully suited for first-person video, there’s a good chance that you’re the adventurous type. So why settle on a familiar name like GoPro? The DJI Osmo Action 4K HDR Camera checks off all the same boxes on the action cam checklist as the GoPro 4K […]