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hortnut
Huh?

join:2005-09-25
PNW
kudos:1
Reviews:
·Comcast
reply to NetFixer

Re: [Rant] Upsell instead of tech support

said by NetFixer:

said by hortnut:

Baffled as to why a Comcast Employee on the front line would not know about it or not have the curiosity to check it out...

If a particular product or service is not explicitly part of the script, deviating from the script is a good way to join the ranks of the unemployed. CSRs are only there to intercept phone calls; actually providing service to the customer is (at best) secondary.

I have yet worked for any Company that was so rigid that the "script" was written in stone and one could not deviate. Tale that back, there was one. I left at lunch and never returned. So you are correct, they exist.


camper
Premium
join:2010-03-21
Bethel, CT
kudos:1
Reviews:
·Comcast

said by hortnut:

I have yet worked for any Company that was so rigid that the "script" was written in stone and one could not deviate. Tale that back, there was one. I left at lunch and never returned. So you are correct, they exist.

There is more than one in existence.

It is sad, actually.

The goal of the Comcast scripts appears to be to get the customer off the phone or to buy more services, rather than solving the customer's problem.