Sources: Consumerist , , NPR News
quote: I have very little sympathy for Comcast as a company who clearly operates as a monopoly. Their customer serivce is dismal, and fortunately for me, I hardly ever have use for it.With that being said, Jason, this memo doesn't really support what you're implying. The executive said that while the agent was doing his job of trying to retain the customer's business, he did not do so in a respectful way prompting him to say (and I quote): "but the act of saving a customer must always be handled with the utmost respect". He also stated that there must be a balance between selling and listening.
quote: If a customer is not fully aware of what the product offers, we ask the Retention agent to educate the customer and work with them to find the right solution. 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.
quote: That said, it was painful to listen to this call, and I am not surprised that we have been criticized for it. Respecting our customers is fundamental, and we fell short in this instance...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.
quote: How unreasonable can people be? I worked for TWC for 2 years in sales, and I never once pestered or badgered a customer into doing what I wanted. Nor was that the company line to do. I had friends in retention, and they weren't told to do that either.
quote: One other thing. People constantly complain that the reps are rude to them because they know they don't have another choice. False. They don't for sure know that, and even if they did, that isn't something they really think about. Just more misinterpretation by people who are upset that they can't get exactly what they want.