Well looky here — The Verge has obtained some leaked documents detailing Comcast’s customer service representative training and… you’re not going to believe this… they make Comcast look pretty bad! The leaked documents unearthed by The Verge show that Comcast uses scorecards to grade its customer service and repair representatives and that sales is a huge chunk of their official score. In fact, The Verge found that sales accounted for 18% of the final scores for some customer service reps and 20% of the final scores for repair reps. And again, these aren’t sales agents — these are the people whose job is to nominally solve the problems you phone in. The documents also show all of the ridiculous ways that Comcast
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