By now, you’ve probably heard the ridiculous phone call between former Engadget editor-in-chief Ryan Block and a Comcast representative who refused to let him unsubscribe to Comcast’s service and instead barraged him relentlessly with questions asking him why he’d ever think of leaving the best cable provider in the history of the world. Although Comcast says that this particular customer service rep seemingly went way over the line in his efforts to retain a customer, I really hope that the company doesn’t try to make him out to be a lone-wolf scapegoat. Because let’s be honest: This call is just a very extreme manifestation of Comcast’s entire approach to customer service. While Comcast certainly doesn’t want its customer service reps behaving like borderline psychotics as this
A crazy idea for helping Comcast keep customers: Provide good service
16
Jul
2014
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