“We all know that it takes strength to call a utility or telecom. But the patience of two customers was seriously tested recently when they had the audacity …
Customer Service Rep Recorded Yelling At Customer
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Listen to the full recording here:
https://soundcloud.com/ryan-block-10/comcastic-service
Guy is probably mad because he hasn’t met his commission lol
I came here expecting some yelling and there was none. This story is
complete BS. The CSR, as a matter of formality, is asked to question the
customer why they are losing a customer. As far as I can tell from this
clip, the customer was constantly cutting off the CSR. You have to remember
that these people are human after all and this CSR was *not yelling*. Total
misrepresentation. I’m actually surprised that TYT would report it this
way. Ridiculous.
If the service rep is yelling at the customer, they must have had a good
reason. I worked as a ride operator at an amusement park once and I wanted
to yell at so many stupid people.
There customer service is absolutely awful. They are bogus and will scam
you for money at every possible turn. I know this because of the many
people who I know who have went through all types of shit with these
people.
This is why India is the back-office of the world.
Just for the record, as a former Comcast rep I can tell you most of the
customer service reps get reprimanded for allowing people to disconnect.
You have “sales” quotas that have to be met and when people downgrade or
disconnect, you lose points against your sales quota. I mean, he was being
a jerk but it was likely fuelled by frustration and fear of losing his job.
I bet he hates Comcast even more than their customers, I know I do and I
don’t even live in the US! Bottom line here: Comcast sucks ass.
If Joe Pesci were a Comcast service rep – it may go… a little
something… like this…
okay, okay, okay!!!!!!!!
Wow that reminds me so much of the early days of AOL retention teams that
would do everything they could to plus some stuff that wasn’t really all
that on the up and up to keep people on the service.
I had this conversation with a friend of mine earlier today. Unfortunately
the situation goes MUCH higher than the guy on the phone. The guy on the
phone has a supervisor who is screening his calls telling him to stick to a
script. The supervisor has a manager telling him and all the other
supervisors to make sure the rep sticks to the script and it just keeps
going up from there. I guarantee you that rep wanted to cancel the guys
service about 30 seconds into the conversation. The problem is that if he
does then he can actually get written up for not sticking to the script.
If that happens enough times the guy on the phone is out a job. I feel
bad for both people on that call.
Bell Canada in a FU#KING NUTSHELL!
What a story! Groundbreaking journalism you guys!!! Keep it up!!!
I really hate that Comcast is the only internet provider in my area. Signed
up for 50mbps and 45+ channel and get 22 on a good day and shitty channel
choice
Have to wonder if the guy had some kind of incentive to keep customers. If
he wasn’t being penalized, and then had a succession of cancel service
calls.
Sounds like some loser trying to persuade his girlfriend to stay after she
admitted cheating on him, that she doesn’t love him anymore, and that she’s
leaving him for another man.
If your going to blame someone then blame Comcast. The rep is doing his job
and I’m sure he is required to do everything he can to persuade the client
to stay. In fact if you’ve ever been in commission sales you would know
this. He probably will get fired if his percentage of client retention is
not up to par, and he probably gets more commissions, recognition, or
bonuses for regaining more clients. That’s how it works in all commission
sales, and even though this is the back end, it’s still sales. Comcast
apologizing is a hypocritical move to protect their public image. I
guaranteed you that in the conference rooms its another story.
By the way, I don’t see where the rep was yelling at all. He was just
trying to understand why they want to cancel and was trying to persuade
then to stay. He’s probably one of their star closers.
South Park did an episode about this shit…
Politeness only trumps humanity in the U.S.
In the rest of the world, occasional rudeness is just a normal part of
life.