 uther
join:2001-12-04
Saint Louis, MO | Just a bunch of lip service/PR attempt I worked at Charter Communications in their VoIP "tech support" department.
They didn't care about what you fixed. They cared about what you sold. That's right, they determined that a good tech is one who sells things instead of fixes them.
Their idea of customer service management is constantly telling their front line that if they don't follow their script 100% and use it to sell their products and sell at least x amount per day they're fired.
Oh, and that they have to keep their average call time at 5 minutes per call. I remember having a call go 6 minutes and was about to wrap it up and the next thing I know the call center nazi director walks up to my desk, yells at me to put the customer on hold, then decides to yell at me in front of everyone else that I'm taking too long on the phone and need to get off the call "right now!"
Comcast is the same way, as is pretty much all big cable companies in USA.
This whole "oh look at me, we're setting up a special school with our name on it to show everyone else that we care about the customer" is a complete facade.
Cable companies want to do the least amount of work and grab the most amount of money possible.
I see right through this. I hope everyone else does too. |
