Comcast: Customer rep in controversial call was doing what he was ‘trained and paid to do’
Against the backdrop of a controversial Comcast customer representative call that went viral last week, Comcast has said that the company's customer representative who was recorded incessantly haranguing a subscriber over the phone was simply following the company's rules.
The customer-retention worker of the cable and Internet provider Comcast was recorded by former tech blogger Ryan Block, who is a VP of product at AOL. The phone call recording by Block reveals how the Comcast employee repeatedly refused Block's request for cancellation of his subscription.
Block uploaded the phone call recording to SoundCloud; and the recording soon went viral and was listened to more than 5,300,000 times.
Despite the fact that the controversial call has been described as a "painful" customer service call experience by Comcast, the company has defended the customer-retention worker by saying that the employee was simply doing what he was trained and paid to do.
According to a recent report, Comcast has said in a memo that the manner in which the call was handled by the customer retention employee was `procedurally correct.' Although Comcast COO Dave Watson has regretted the incident, he has also asserted in the company's memo that customer service representative on the call in question "did a lot of what we trained him and paid him - and thousands of other Retention agents - to do."
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