Comcast blames policies for customer treatment in viral phone call

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Comcast says it will re-evaluate the way its retention department deals with customers, after a customer-service call in which a rep refuses to cancel cable service– went viral last week.

However, in a leaked letter to employees by Comcast’s Chief Operating Officer, the company says the employee was just doing his job.

Part of the letter reads: “The agent on this call did a lot of what we trained him and paid him — and thousands of other Retention agents — to do. He tried to save a customer, and that’s important, but the act of saving a customer must always be handled with the utmost respect.”
It also states: “…It was painful to listen to this call, and I am not surprised that we have been criticized for it. Respecting our customers is fundamental, and we fell short in this instance.”

Last week, Comcast customer Ryan block recorded a phone call with a Comcast customer service representative who refused to let him discontinue his cable service. You can hear part of that call here:



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