I would be frustrated because I would tell them we need customer service training as much as sales training, but it came from Philly [Comcast’s headquarters] so that’s what we had to deal with. [Managers] would listen to the call, even have secret shoppers call in. If we didn’t ask [customers] to get more products we would be spoken to. Eventually, selling became part of tech support and billing.
If we were to cast a movie about a corporation that embodies everything we as consumers despise, we would surely give Comcast the role. The company has laughingly abysmal customer service ratings and a reputation to rival that of Lex Luther. Hell, even criticism of Comcast has its own Wikipedia page.
A recent customer service call gone horribly awry certainly didn't help matters. Instead, it served as a symbol of everything that's wrong with the company.
In the wake of that call, Adrianne Jeffries went searching for answers. How could one company be so awful at satisfying its customers? Jeffries went straight to the source: Comcast employees. More than 100 of them, in fact.
The enlightening result tells us all we need to know about how not to run a multi-billion dollar cable business.
Read Comcast Confessions: when every call is a sales call or save it for later.