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.