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Comcast Exec: Ugly Support Call 'Painful to Listen to'

Comcast is still scrambling to recover from last week's PR backlash over a recording of a company PR rep refusing to let the customer cancel, followed by a flood of criticism from existing Comcast employees. Comcast execs are now tasked with making the bad PR go away, even though they historically want their reps to aggressively upsell customers.

Comcast COO Dave Watson this week sent an e-mail to employees that has been leaked to the Consumerist. In it, Watson admits the call was "painful to listen to," but that the rep "did a lot of what we trained him to do":
quote:
The agent on this call did a lot of what we trained him and paid him — and thousands of other Retention agents — to do. He tried to save a customer, and that’s important, but the act of saving a customer must always be handled with the utmost respect. This situation has caused us to reexamine how we do some things to make sure that each and every one of us — from leadership to the front line — understands the balance between selling and listening. And that a great sales organization always listens to the customer, first and foremost.
Of course money talks, and Comcast pushes reps to upsell customers hard because it's profitable to do so. It's the same reason Comcast employs sub-standard installation subcontractors, something that's largely responsible for their awful customer satisfaction rankings but never changes -- because changing it would cost money. We'll have to wait and see if Comcast hopes to just ride out the storm (which is usually the case with bad Comcast support stories) of if this leads to meaningful change.
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tshirt
Premium Member
join:2004-07-11
Snohomish, WA

tshirt

Premium Member

It's a good sign that they choose to public with

their embarrassment, and recognizing that of their retention methology is partly to blame.
I'm hopeful that they'll expend a lot more attention to keeping the customer happy in the first place and make "retention" (which just sounds bad) a last effort.

Of course there is a big cost to better CS, more training hours, better pay for those with the skills and willingness to be a great CSR everyday, on every call and more tech hours being sent to check for free, something that is maybe the customers fault, and more /faster equipment replacement schedules because you can risk having ANYTHING perform less than 100% at all times.
Remember that when the rates rise again.
Kamus
join:2011-01-27
El Paso, TX

1 recommendation

Kamus

Member

Re: It's a good sign that they choose to public with

Yeah, We'll remember when they raise the rates and still have the same crappy CS.
Chubbysumo
join:2009-12-01
Duluth, MN

Chubbysumo to tshirt

Member

to tshirt
this was not public, this was a leaked internal email...
devolved
join:2012-07-11
Rapid City, SD

devolved to tshirt

Member

to tshirt
He's only sorry they got caught.
PrntRhd
Premium Member
join:2004-11-03
Fairfield, CA

PrntRhd

Premium Member

Comcast Exec: Ugly Support Call 'Painful to Listen To'

Retention Specialists are trained and paid to not take no for an answer. Refusing to cancel the account will usually be rewarded and a second attempt that goes to a second Specialist will let the first one off the hook.
Bad PR or an FCC slapdown are the only things that might change the policies that created the problem.
elefante72
join:2010-12-03
East Amherst, NY

2 recommendations

elefante72

Member

Re: Comcast Exec: Ugly Support Call 'Painful to Listen To'

Compensation drives behavior.

The rest is just marketing or HR fluff.

FureverFurry
RIP Daphne: 3/12/05 - 6/19/12
Premium Member
join:2012-02-20
49xxx
Zoom 5341J
ARRIS WBM760
Vonage VDV-21

FureverFurry

Premium Member

Shuffling deck chairs

While that support call to disconnect services is certainly an eye opener (to Comcast execs), it's more the tip of the iceberg. Now if only some stellar non-support calls were recorded - the ones with the support person droning over and over about "let me send a refresh signal" and "have you cleared your cookies" regardless of the situation .... some of those might - just MIGHT - actually wake up the Comcast execs to ensuring their employees are trained.

Maybe having a Comcast exec call in and have to repeat name/address/phone number/last 4 of SSN 15 or 20 times to the SAME agent would help, also. I would venture to guess that most of the requests to disconnect are due to unfulfilled promises (aka fibs) about service and pricing.

Tip of the iceberg and I suspect the Comcast execs are just shuffling deck chairs on the Titanic.
(And yes, there ARE some good employees that work at Comcast.)

ev
@74.140.91.x

ev

Anon

Re: Shuffling deck chairs

Titanic? What's their iceberg? Traditional TeeVee may be dying but I hear this Internet thing might just work out...
en103
join:2011-05-02

en103

Member

It will be execs saying... how do we do this better

Because ' the rep "did a lot of what we trained him to do"'.
We want him to upsell, and not let customers leave.
Can we... threaten to have the customer sued due to California wiretap laws so we don't get caught again ?
elefante72
join:2010-12-03
East Amherst, NY

elefante72

Member

Re: It will be execs saying... how do we do this better

If the call is initiated with "this call may be recorded" or the caller says that, then that would satisfy 2 party consent in the states that require it.

As Comcast and every big corporation does that by default that covers THEM also, so this is not breaking any laws.

Mine (NY) is a single party consent state meaning I can record whoever that I want--knowing that the origin if in a 2 party must be notified.

Quite comically many call centers are offshore, so that's really not an issue--but this yoyo was definitely American.
shmerl
join:2013-10-21

shmerl

Member

Of course money talks

While responsibility walks.

Only bad PR during the pending merger caused them to send this letter. I doubt actual quality will be effected by any of this.

anon4fite
@75.108.133.x

anon4fite

Anon

Martha Streisand Effect anyone?

Karl has a point. They're just going to wait until all of this blows over and they will go back to their old pattern. Maybe a few internet warriors could make it into a meme? Post the sound bite online on various forums every so often? In other words, keep it alive. Everything has a breaking point, and the only way to get it there is to stress it enough.

Jim Kirk
Premium Member
join:2005-12-09
49985

Jim Kirk

Premium Member

Re: Martha Streisand Effect anyone?

Martha Streisand Effect?
dra6o0n
join:2011-08-15
Mississauga, ON

dra6o0n

Member

Re: Martha Streisand Effect anyone?

When people tells you its bad to steal but you do it anyways by thinking, "I won't get in trouble if no one knows".
Mele20
Premium Member
join:2001-06-05
Hilo, HI

Mele20

Premium Member

Re: Martha Streisand Effect anyone?

Huh? Who is Martha Streisand that everyone knows that "Martha Streisand effect" means "I won't get in any trouble if no one knows"?

I know who BARBARA Streisand is and who Martha STEWART is but I have never heard of Martha Streisand.

DaveDude
No Fear
join:1999-09-01
New Jersey

DaveDude to anon4fite

Member

to anon4fite
Martha is worse then Barbara, Mecha is coming next to Comcast.

koolman2
Premium Member
join:2002-10-01
Anchorage, AK

koolman2

Premium Member

This rep took it to the extreme...

I had absolutely no problem with a company asking a customer why he's leaving. I also have no problem with them giving save offers. I have a problem when the customer insists on canceling and the rep does not comply.

I'm sure most will agree.
elefante72
join:2010-12-03
East Amherst, NY

elefante72

Member

Re: This rep took it to the extreme...

The resolution is:

1. Blow it up. Social Media cuts both ways
2. Hang up and try again, or chat w/ India, or send in a letter.

You can't blame ALL of Comcast on this, but surely it is an indicator of their grade F customer service and rep compensation. And why are people shocked at how monopolies act. Guys less than 30 didn't grow up w/ monopolies all over the place. This type of behavior and poor customer service ruled the day back then. If the feds let these guys keep merging, expect more...

People are people, and retentions are supposed to be aggressive. Now this guy was a bully, but the guy who made the call could have hung up at any time. Not like he is being held hostage, and Comcast is known for even passable service.

Look @ it from his (CC rep) perspective. They guy gets dinged if the guy cancels, and the guy didn't even give him a reason or oppy to win him back. That can be frustrating, and I'm sure he's probably in his 20's with his head down with his eye on the prize. I think Americans are soft...Negotiations is an art, and we are pussies now.

timcuth
Braves Fan
Premium Member
join:2000-09-18
Pelham, AL
Technicolor ET2251

timcuth

Premium Member

AT&T does much better than this

This is slightly OT, but I want to say that in the past few months, I have cancelled two significant AT&T services (first my DSL, then my entire home phone and home long distance). Yes, they tried to get me to change my mind or to sell me another service, instead. But, when I said no, I'd really prefer to just cancel, they politely and immediately handled my cancellation requests.

Tim

Buttcheeks
@66.168.202.x

Buttcheeks

Anon

Re: AT&T does much better than this

said by timcuth:

This is slightly OT, but I want to say that in the past few months, I have cancelled two significant AT&T services (first my DSL, then my entire home phone and home long distance). Yes, they tried to get me to change my mind or to sell me another service, instead. But, when I said no, I'd really prefer to just cancel, they politely and immediately handled my cancellation requests.

Tim

That's because they don't want your DSL or POTS business anymore.

newview
Ex .. Ex .. Exactly
Premium Member
join:2001-10-01
Parsonsburg, MD

newview

Premium Member

Back to the same ole thing tomorrow ...

The only reason that Comcast is "embarrassed" is because their retention modus operandi was publicly revealed. If it hadn't been there would never have been any "head hanging" from Comcast whatsoever.

As always, anything you hear from Comcast in the ensuing days, weeks, as soon as it blows over, it'll be back to the hard-sell retention policies as before and to hell with what the customer wants.

amenite
The Soylent - It's People
Premium Member
join:2002-11-21
Ridgewood, NJ

amenite

Premium Member

Use the mail

People forget there is an actual business address where you can snail mail things. In this situation I might just stop the BS, hang up the phone and take 10 minutes to write a letter containing account info and stating to terminate service as of whatever date and forward a final statement of account as of the termination date.

Drop that off at the USPS window via certified registered mail with return receipt. You will either be shut off as requested or have all the ammo you need if going to corporate level should they screw that up.

PS - retain your receipt, and cc: yourself and any regulating agencies as needed - local, state or federal.

runnoft
Premium Member
join:2003-10-14
Nags Head, NC

1 recommendation

runnoft

Premium Member

Re: Use the mail

There's another alternative that works well. Go to the nearest cable customer service office and cancel in-person. Yes, you have to drive there which typically takes some time, but if you're cancelling service, you probably are returning equipment as well, so you have to go there anyway. Mailing equipment back is a bad idea because they may claim damage or non-arrival.

Dealing with telephone cable CSRs with monetary incentives to not cancel you or to upsell you is a bad idea. I've did this in-person with Comcast last December, and it took a 20-minute drive and a 5-minute wait in line and was handled politely and efficiently. They didn't even ask me why I was cancelling. Just checked the equipment in, and that was it. Make sure they acknowledge you're not just returning unwanted equipment but cancelling your account.

It is important particularly with Comcast to get and keep a return receipt listing the equipment with serial numbers that was returned, as they are notorious for claiming returned equipment was never returned, and if this happens, they'll bill you and then send your account to collections for hundreds of dollars even over equipment that is many-years-old and so nearly worthless anyway.

To order new cable service, do it online where you can print out the details of the deal. Doing it by phone, you may get a different and almost always more expensive deal than you understood orally.

amenite
The Soylent - It's People
Premium Member
join:2002-11-21
Ridgewood, NJ

amenite

Premium Member

Re: Use the mail

said by runnoft:

It is important particularly with Comcast to get and keep a return receipt listing the equipment with serial numbers that was returned, as they are notorious for claiming returned equipment was never returned, and if this happens, they'll bill you...

Even worse, when I had optimum online, as an early adopter I bought the modem in an installation kit for $129. Months after I had cancelled due to huge rate hikes they billed me $60 for un-returned equipment. By a small miracle I had the original receipt from "Nobody Beats The Wiz" where I had purchased it and they backed down in one call.
alancats
join:2000-09-20
New York, NY

alancats

Member

Re: Use the mail

The Wiz, LOL - wow, that must have been a long time ago! Those stores were a bit seedy, but, I kind of miss them all the same.
dra6o0n
join:2011-08-15
Mississauga, ON

dra6o0n

Member

if we use the 5 stages of grief...

then this article shows that Comcast is at bargaining?
»en.m.wikipedia.org/wiki/ ··· ss_model

or acceptance?
but this only measure their grief to the bad PR, not their attitude on their business practices.

IowaCowboy
Lost in the Supermarket
Premium Member
join:2010-10-16
Springfield, MA

1 recommendation

IowaCowboy

Premium Member

Horrible support

Their support is worse than many government agencies. You can get better service from the IRS, Social Security Adminstration, and most state DORs. Even state DMVs provide better service. Our local Comcast office is set up like a Registry of Motor Vehicles office where they have windows like the RMV, bus terminal style seating, and you take a number and wait for the good part of an hour to complete a five minute transaction. I think the only reason they have a local office is they're required by their franchising agreement to have one as it's not the most consumer friendly operation. DirecTV does not have local offices, they deal with shipping equipment to consumers.

KrK
Heavy Artillery For The Little Guy
Premium Member
join:2000-01-17
Tulsa, OK

KrK

Premium Member

Re: Horrible support

I'd rate the IRS as top notch in customer service.
devolved
join:2012-07-11
Rapid City, SD

devolved

Member

Re: Horrible support

I've dealt with the SSA at a local level, and they're top flight when it comes to customer service. Depending on the day of the week or month, you either wait for an hour to be called on or you wait 5 minutes.

dfrandin
Premium Member
join:2002-06-14
Las Vegas, NV

dfrandin to KrK

Premium Member

to KrK
Wrong! IRS does not have "customers", they only have victims...
8744675
join:2000-10-10
Decatur, GA

1 recommendation

8744675

Member

It's a shame...

Its amazing that Comcast, who enjoys regulatory capture in a duopoly market where most of their customers are held captive because they don't have another good choice, still has to use Retention Specialists to keep their customers from fleeing.

It says a lot about the crappy service and high prices.

Companies that provide good service at a decent price and keep their customers happy don't have to resort to 2 year contracts, ETF's and Retention Specialists to hold on to customers.
AndyDufresne
Premium Member
join:2010-10-30
Chanhassen, MN

AndyDufresne

Premium Member

Let folks cancel online

If they really cared about making it better they should give people the option to cancel online instead of having to talk to someone. Nothing is going to change and the execs know it just buying time until next fire they have to put out.
pittpete1
join:2009-06-12

pittpete1

Member

It's the same reason Comcast employs sub-standard installation subcontractor

yup

TOPDAWG
Premium Member
join:2005-04-27
Calgary, AB

1 recommendation

TOPDAWG

Premium Member

call centres suck.

I worked in a cable call centre for a 2 months it's a god awful job. I kid you not you had to meet a sales quota and lets say that is $50 a day and you meet it. now if someone calls and cancels a serve whatever they were paying for it is taken away from your total.

So if you made 50 in sales that day and someone calls in and cancels 20 worth of serves then that is taken away from your 50 and your sales that day are seen as 30 for something you had no control over. It also kills any bonus pay you can get too.

We were also told in a nice way not to go to the bathroom and they would have a chat that went to all the workers that the line leader controlled you had one in every two rows of workers and they would say in there no e breaks.

So a fucking crap job and the assholes who would call in and yell at you like you killed their kids just cause their cable was out. I had no idea people could be so forking dumb over something so damn dumb.

Grumpy4
Premium Member
join:2001-07-28
NW CT

Grumpy4

Premium Member

Re: call centres suck.

said by TOPDAWG:

We were also told in a nice way not to go to the bathroom

I am in need of work right now, but would rather live under a bridge and eat lawn clippings than take that kind of shit from someone.

DaveDude
No Fear
join:1999-09-01
New Jersey

DaveDude

Member

They got caught

They got caught , end of story. They can careless about the welfare of their customers. Oh i got caught boo hoo.

Selenia
Gentoo Convert
Premium Member
join:2006-09-22
Fort Smith, AR

Selenia

Premium Member

Seems you need to go up the ladder...

Does anyone notice that this COO is the first Comcast rep since the story broke that even acknowledges the fact that the company might be doing something wrong? He actually admitted that the employee was doing his job, as well.

DaveDude
No Fear
join:1999-09-01
New Jersey

DaveDude

Member

There needs to more then one cableco per region

This is the reason , why Verizon has the entire state as a franchise region , all cablecos should have that same right. Cablevision should be able to enter Philly without question.

Flyonthewall
@206.248.154.x

Flyonthewall

Anon

They didn't 'go public'

This was supposedly leaked from inside Comcast to the outside. They do not want this to go public. Internal comms are never made public.
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