Bullying customers who try to cancel their service is a very old trick used by subscription services, from cable to satellite radio to gym memberships. New York Times customer advocate David Segal has written about this phenomenon repeatedly in his column The Haggler, which includes a plea for help from Alan Alda, who couldn’t figure out how to cancel his McAfee antivirus software. There are abundant horror stories about attempts to cancel SiriusXM, which uses a popular euphemism for the art of frustrating customer attempts to leave: churn management. The man who spoke to Block is a retention specialist, a position Comcast describes as equal parts detective, ally, troubleshooter, and negotiator in job listings. Comcast’s retention reps are paid a low hourly wage supplemented by a monthly commission that depends on how many customers they are able to drag back into the fold. For any number of reasons, customers may feel the need to make a change either to a lower level of Xfinity service or even a different carrier. Your job is to convince them that Xfinity can meet their changing needs better — and keep them in the family. —job description for a retention specialist for Comcast’s streaming media service The practice is common at internet and phone service providers and at call centers across industries, but it must be uniquely challenging at Comcast. The company has no competition in many of its markets, which makes customer satisfaction a low priority. As a result, Comcast was recently named Worst Company in America in a Consumerist poll, a title it snagged for the first time in 2010. theverge/2014/7/16/5909591/here-s-why-your-comcast-rep-is-yelling-at-you
Posted on: Sun, 20 Jul 2014 07:32:03 +0000
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