Rememberthat agonizing sound call Ryan Block recorded last workweek , when a Comcast rep pass 20 + minutes judge to will Block not to call off his write up ? Even a Comcast executive thought the call was “ painful ; ” but also that the rep was doing just what they ’d asked him to do .
In an internal memo post to Comcast ’s employee website , andobtained by Consumerist , Chief Operating Officer Dave Watson say “ [ I]t was irritating to listen to this call , and I am not surprised that we have been criticized for it . ” That ’s squeamish . But Watson also articulate that the customer rep in question was doing exactly what Comcast trained him to do :
The agent on this call did a lot of what we train him and paid him — and thousands of other Retention agents — to do . He tried to save a client , and that ’s important , but the act of save a customer must always be handled with the farthest deference .
Watson also says , in a funnily heart-to-heart way , that he knows the retention reps have a unholy problem , and that he ’s grateful when they coerce customers into not canceling their service :
I make out these Retention calls are tough , and I have tremendous wonder for our Retention professional , who make it well-to-do for client to choose to stay with Comcast .
accent bring . Choose to stay . Corporate verbal torsion has a raw superstar .
Let ’s not forget , that rep was manoeuvre in a organization thatfinancially penalize him for every customer he talk to who end up delete divine service . The guy had a very tangible reason to try and get Block to keep support : if he did n’t , he ’d see a smaller paycheck .
COO Dave Watson does n’t quite signature on this point , but he suggest that maybe , just maybe , Comcast might change its retention strategy in response to the outrage that swell up as this call went viral :
This situation has get us to review how we do some things to check that that each and every one of us — from leading to the front phone line — understands the proportion between selling and listening . And that a capital sales organization always hear to the customer , first and first . [ . . . ] We will review our grooming programs , we will refresh our manager on coaching for character , and we will take a smell at our incentives to assure we are honor employees for the right behaviour . We can , and will , do better .
Emphasis added .
Gizmodo has gain out to Comcast to verify that the memoranda really came from Watson . ( Update : Comcast confirmed to us in an electronic mail that the memo is indeed official ) If so , permit ’s desire Comcast makes the changes they ’re hint might happen.[Consumerist ]
figure of speech : Shutterstock /Aaron Amat
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