Comcast COO Dave Watson has admitted that company policy was at least as much to blame for the customer service call from hell as the sad, desperate employee heard on the recording. As Watson wrote in a memo, that customer retention rep was only doing what he was trained to do. But what was he trained to do, exactly?
Companies like Comcast often rely on scripts to ensure that customer service calls go smoothly, or in this case, that a subscriber like Ryan Block—the AOL executive who made the viral call—doesn't become a former subscriber. Caller wants to cancel service? Make sure he knows Comcast provides faster speeds than its competitors. His modem isn't working? Offer to upgrade his cable service, just for the hell of it.
We'd like to know what those scripts look like. Do you work in a call center for Comcast, Optimum, Time Warner, Verizon, or any other cable/internet provider? Have you in the past? Send us the scripts, checklists, and guidelines you use when you're on a call. Let's help the world cancel their cable as quickly as possible.