Comcast Memo: Harassing Customers During Retention Calls Actually IS Our Policy
July 22, 2014 5:19 PM
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After throwing its employee under the bus, internal memo indicates Comcast looked to mislead media about protocol
Comcast Corp.'s (
) embarrassment continues over the case of the published call in which customer Ryan Block is
an "overly needy" Comcast retention specialist. The specialist goes to seemingly insane lengths to redirect the conversation and ignore the customer's requests to cancel his service. The call was
posted to SoundCloud
and quickly picked up steam after
, Comcast appeared to throw the employee under the bus, suggesting:
We are very embarrassed by the way our employee spoke with Mr. Block and are contacting him to personally apologize. The way in which our representative communicated with him is unacceptable and not consistent with how we train our customer service representatives.
We are investigating this situation and will take quick action. While the overwhelming majority of our employees work very hard to do the right thing every day, we are using this very unfortunate experience to reinforce how important it is to always treat our customers with the utmost respect.
In an internal memo Comcast acknowledges it does train employees to harass customers to try to "save" them, when they call to cancel. [Image Source: prialto]
today published a leaked internal memo from Comcast COO David N. Watson which sheds more light on the matter. Mr. Watson reportedly posted the memo to Comcast's internal TEAM Comcast webpage.
Comcast COO David Watson
The real truth, he reveals, is that the employee wasn't derailing -- he was doing precisely what he was told. He comments:
You probably know that there has been a fair amount of media attention about a recording of a phone call between one of our Customer Account Executives (CAEs) and a Comcast customer. The call went viral on social media and generated news headlines. We have apologized to the customer privately and publicly on Comcast Voices, making it clear that we are embarrassed by the tone of the call and the lack of sensitivity to the customer’s desire to discontinue service.
I’d like to give you my thoughts on the situation.
First, let me say that while I regret that this incident occurred, the experience that this customer had is not representative of the good work that our employees are doing. We have tens of thousands of incredibly talented and passionate people interacting with our customers every day, who are respectful, courteous and resourceful.
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. I know these Retention calls are tough, and I have tremendous admiration for our Retention professionals, who make it easy for customers to choose to stay with Comcast. We have a Retention queue because we believe in our products, and because we offer a great value when customers have the right facts to choose the package that works best for them. 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. 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.
When the company has moments like these, we use them as an opportunity to get better, and that’s what we’re going to do. We will review our training programs, we will refresh our manager on coaching for quality, and we will take a look at our incentives to ensure we are rewarding employees for the right behaviors. We can, and will, do better.
Thank you for your support, and many thanks to the thousands of exceptional employees all around the country who work so hard to deliver a great customer experience every day. I am confident that together we will continue to improve the experience, one customer at a time.
Thanks to Comcast's COO, we know that the employee was in fact mostly sticking to the script, although he could he could have used a little more tact.
[Image Source: cmorran123/Flickr]
Comcast's almost evangelical way in which it proclaims the importance of "the act of saving a customer", should be eye-opening to anyone who believed this was a one-off incident. Comcast is clearing training its reps to behave as belligerent hard sellers. While it says it must try to win them back with "the utmost respect", the memo seems to clearly imply that its script requires its agents to deflect customer requests, and waste their time trying to share facts about how great Comcast is and sales pitches to win them back.
In other words, Ryan Block's experience -- tone of the rep aside -- was an ideal call from Comcast's perspective.
So to recap, Comcast was caught harassing and not listening to its customers via rude retention calls. It then lashed out at its employee saying they were violating their training. Then after pointing the finger at the working man, it turned around and told its workers that the employee actually was following their training, and that they shouldn't feel bad.
Comcast doesn't appear to really care about its customers' wishes and is happy to deflect blame to its employees who are following its policies/protocol. [Image Source: Silence Breakers]
No wonder Comcast beat out a packed field of rivals to
earn the distinction of "Worst Company in America"
in a public poll by
Of course for those appalled at such glaringly dishonest business practices, the fun has just begun as Comcast is in the process of acquiring Time Warner Cable, Inc. (
for $45.2B USD
. Time Warner Cable was the
second most loathed in 2013 ISP customer satisfaction surveys
, behind only Comcast.
If the deal -- currently
under scrutiny by U.S. antitrust regulators
-- goes through, Comcast will
own a dominant stake
in the U.S. cable television market just under 30 percent, and a dominant stake of just less than 40 percent in the U.S. cable internet market. With roughly 2 in 5 Americans connected by Comcast, and with Comcast and Time Warner being the only two options in some regions a deal would leave many Americans with no other option for service.
Many Americans could soon be forced to use Comcast. [Image Source: Viacom's Comedy Central]
But with corporate America encouraged by the U.S. Supreme Court in recent rulings to exercise its "free speech" by paying off America's elected officials, hope of overturning the deal --
widely acknowledged as anticompetitive
-- is waning. Comcast has started a political action committee and is
looking to make key payments to both individual candidates and the Democratic/Republic National Parties
, looking to lubricate the deal and slide it through the backdoor. As the saying goes, money speaks. Thus many Americans may soon have to
begrudgingly deal with
this kind of antics.
This article is over a month old, voting and posting comments is disabled
7/22/2014 9:11:45 PM
Oh puh-lease, give me a break! I was a TWC customer for 2 years and every 6 months or so I'd get a call trying to upsell me. Every single time I told them the same thing, that I only want Internet. Here are the questions they would ask me every time I got a call:
- How do you use your internet connection?
- What websites do you like to visit?
- Do you stream media?
- Do you play online? Have you noticed any lag?
- Do you watch TV?
- What kind of shows do you like to watch?
For crying out loud, what difference does it make if I browse Facebook or DailyTech all day long? Wouldn't a faster plan be faster no matter what? What's up with the creepy questions? Besides, they can look at the logs and see exactly what websites I go to...
So I'd tell them I want ONLY Internet and they would just follow their stupid script - we have a great deal for Triple Play (which includes home phone and cable - that's TWO extra-products I do not need!!!). So I can double my bandwidth for twice the money, including two services I don't want. Yaaay, sure, sign me up!
How hard is it to "find the right package" when I explicitly say "I want ONLY Internet"?
Not even once did they try to actually convince me to upgrade my bandwidth. The call would inevitably end with "well, in that case we cannot help you".
And about a month after I quit and returned my modem (so my account was completely closed) I got the regular e-bill for the following service period. I called support and they told me to ignore it. A couple of days later I got the paper version of the same bill. Called again, was told to ignore...
How do such enterprises manage to become multi-billion dollar companies is beyond me...
7/22/2014 9:18:32 PM
I will admit that quitting was easy though. I only got an email a few days later from a retention manager offering to "work with me on any problems I may have", which I didn't reply to because I had already switched to the AT&T Gigapower, so there was nothing that could be salvaged.
The point I was trying to make is that these companies have aggressive sales tactics which make most customers uncomfortable. Or maybe it's just me...
7/22/2014 9:52:09 PM
That's not what a retention agent does. They don't actively engage customers and try to upsell. TWC used to do the same when I lived in SA. I eventually told them I would call them if I wanted to change anything and not to call me again. They stopped. It was that simple.
When I moved I called, they did the normal thing about trying to save the customer and I informed them I as moving to an area they don't offer service and it was a done deal. It's really easy to avoid engaging people if you give them a reason for leaving that they absolutely cannot argue with.
7/23/2014 11:29:20 AM
How hard would it be to say "Thank you but I don't want to upgrade my service" and hang up?
7/25/2014 9:52:53 AM
Even more important, retention has nothing to do with cold calls. The OP is misunderstood.
EVERYONE hates cold calls (when randomy someone calls you trying to sell you more crap that you don't want).
The OP doesn't understand retentions purpose.
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