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In the past year, multiple calls to 1-800-COMCAST went viral online thanks to beleaguered customers who wanted to get the promotion they were promised, protest phony charges or, most memorably, cancel their service.
Last summer, for example, one customer posted audio from a call with Comcast after the customer service representative tried, for 20 painful minutes, to talk him out of changing his cable provider.
We want to keep customers, but if someone says they want to leave, I don’t personally care.
The one call that went viral [last summer], I don’t even know how that would happen; that’s just not how the conversation goes down when a customer wants to cancel.
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You have to stay on the phones, you definitely can’t hang up. We have sales goals and incentives, and I try, but I don’t know if I’ll be there long enough to get promoted anyway. A lot of times it’s an hour or two off the phone during work.
If you’re not alone with your buddies, stick to a safer word like jerk or doofus.
In our latest Confessions series installment, a Comcast customer service representative tells what it’s like from inside the call center. Comcast’s customer service has been having a rough time lately.
What’s it like on your end when cringe-worthy calls go viral?
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