You didn't think that news surrounding what could possibly be the worst customer service call ever would go away any time soon, did you?
In the call, which you can listen to here, Comcast customer Ryan Block called to cancel his account and made it clear early and often that there was nothing Comcast could do to keep his business.
The call went on for nearly 20 minutes, but the rep kept asking the same questions over and over again to try and keep Block's business.
It's painful to listen to, and Comcast knows it. COO Dave Watson admitted so in a statement he released about the call. According to him, the Retention Professional did exactly what he was trained to do. However, he recognized the call didn't go smoothly and has since apologized to the former customer.
Since the call went viral, more than 100 current and former Comcast employees have come forward and given insights to The Verge into what working for the company is really like and it boils down to this: Every call is a sales call. One former tech support employee said:
Eighty percent [of our training] was sales training. From time to time they would pull us from the phones for in-depth training on how to sell. [They told us] to say how much better Comcast is than the rest of the competition. "Why would anyone leave us?"
Here's one more story as told to The Verge:
Mark Pavlic was hired as a customer account executive at Comcast in October 2010 after graduating from a technical institute. He figured he'd be troubleshooting TV, phone, and internet service, but most of his month-long training focused on sales. Every day when he walked into the call center, he'd see a whiteboard with employee names and their RGUs, or revenue generating units.
"I didn't know that I was going to be selling things," he says. "The customer is calling in to tell you what's wrong, and you're looking for ways to sell them service."
The longer he was there, the more the company emphasized sales. "They pushed it as a way for us to earn more money," he says. "[But] if you were low on sales, you got put on probation." He quit after 10 months.
Want to read more horror stories about working for Comcast? Click here for the full recap from The Verge.