You try to offer them a good deal, but you don’t try to force them to stay.
Advertisement People need to understand, you’re getting beat up all day, everyday. There are people there who care about following up with customers, and I do too. If you’re degrading me and being awful to me, why would I want to go above and beyond to help you?
If you’ve ever had to call Comcast’s customer service, you’re familiar with how frustrating a simple cable fix can be.
The department is the main reason for the company’s notorious national reputation.
We want to keep customers, but if someone says they want to leave, I don’t personally care.
The one call that went viral [last summer], I don’t even know how that would happen; that’s just not how the conversation goes down when a customer wants to cancel.
In our latest Confessions series installment, a Comcast customer service representative tells what it’s like from inside the call center. Comcast’s customer service has been having a rough time lately.
And a lot of times people are screaming at us when we have no control over what’s happening. We’re grown-ups, but it feels like we’re being treated like children. I won something small once but then had to pay taxes on it anyway. How involved is upper management in your day-to-day?If you need help with something during a call – there are certain actions that a manager has to approve – you have to put the customer on hold, and sometimes it takes a while.In March, Comcast announced that in order to improve its customer service – which the company’s own CEO called “embarrassing” – it would be tripling the size of its social media team to try to solve problems online.But the country’s largest cable company can’t solve everything via Twitter.In the past year, multiple calls to 1-800-COMCAST went viral online thanks to beleaguered customers who wanted to get the promotion they were promised, protest phony charges or, most memorably, cancel their service.
Last summer, for example, one customer posted audio from a call with Comcast after the customer service representative tried, for 20 painful minutes, to talk him out of changing his cable provider.