Interestingly enough, Ive been here on both sides. I used to work for Comcast, and I loathed retention calls and was always happy to transfer them to the retention department when I could. Because retention is a metric thats used against you, as are other metrics such as call handle time and various ways customer service representatives are encouraged to guide customers to the egress. But this reminds me of a call I took from someone who had been lied to by an AOL retention rep, who told them that Comcast would refund part of the cost of their internet service if they didnt want to use the Comcast E-mail service, instead staying with AOL. I figured out at the time that it was a retention agent desperate not to have another person quit on their watch, and I remember having to pass it along to my manager to help straighten out the caller, because the AOL retention agent told them specifically to ask for the manager. Heres the big secret, everyone. Much more often than not, the CSR on the call agrees with you that Corporate has their heads up their asses, but since they need that paycheck in this economy, and the present fear of having your job shipped off to India (which has worked out so well for profit margins, not so much for customers and people trying to survive here) they have to follow the corporate line. Comcast isnt going to worry about this. They have a scapegoat: The agent that took the call, who will no doubt be tracked down and written up, because the system will log who accessed that callers account, even if they didnt note the account at the time. That agent might even end up out on their ass, all because they were trying to avoid getting fired for not following the company line. Who knows? Mister Block has my sympathy, because all he was trying to do was terminate his service. But I feel empathy for the unknown CSR, too.
Posted on: Wed, 16 Jul 2014 02:48:39 +0000
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