Cable giant Comcast has apologized before a California man for providing poor customer care services to him.
Ryan Block, a tech savvy online customer, posted eight minutes of his telephonic conversation with Comcast’s customer care services representative on web.
Block, vice president for AOL, had called the customer care center to disconnect some services offered by them. Despite Block’s repeated requests, the customer care representative denied to forward it, asking to provide reason behind his decision.
“I can guarantee right now that you are doing an incredibly good job of helping your company be worse,” Block had said while struggling to convince the representative.
After jostling over eight minutes, Block was successful in getting his unwanted services stopped.
“Our employee’s behavior is unacceptable and the company is embarrassed by it,” Comcast said.
Meanwhile, Block has said that he wish to directly talk to Comcast personnel.
The call center representatives have also something different to say. According to the call center employee asking questions is part of their job.
“I’ve heard reps get that worked up on the phone. But that’s more or less the kind of flow that they want us to use, to ask those kind of questions, and to really get into the customer’s head to try to figure out why they’re making the decisions they are — so we can basically get them to change their mind,” a call center employee said on the condition of anonymity.
Several employees also revealed that they are forced to follow a script that contains a set of guideline questions that they are supposed to ask.
The plight of call center employees is major. Some say there are many who work on commission basis.
“I’ve worked in customer service for a long time so I’m pretty good at keeping my cool,” the employee said adding, “But it does get difficult and I understand the person is upset, and I would even say they’re justified. It’s frustrating for me because I know it’s frustrating for them, but if I don’t ask, I won’t have a job.”
Meanwhile, Comcast was unavailable for comment.
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