Lessons From the Comcast Customer Service Fiasco

Comcast doesnEUt like customer churn any more than any other company in any other industry. But one of its service agents crossed the customer retention line -- and the customer caught it all on tape.

An eight-minute recording circulating the Internet reveals a Comcast employee hassled Ryan Block and his wife, Veronica Belmont, when they said they wanted to cancel their service. EUWhy is it that youEUre not wanting to have the number one-rated Internet service, number one-rated television service available?EU the rep asked.

The recording went massively viral by Tuesday, probably because Block works in the media and lit the fire. A former editor of Engadget, Block works for AOL as a writer and Web show host.

Block Keeps Pressing

Tom Karinshak, Senior Vice President of Customer Experience at Comcast Cable, said the company is EUvery embarrassedEU by the way its employee spoke with Block and Belmont and have reached out to make a personal apology.

EUThe way in which our representative communicated with them is unacceptable and not consistent with how we train our customer service representatives. We are investigating this situation and will take quick action,EU Karinshak said." While the overwhelming majority of our employees work very hard to do the right thing every day, we are using this very unfortunate experience to reinforce how important it is to always treat our customers with the utmost respect.EU

Block fired back on Twitter: EUI hope the quick action you take is a thorough evaluation of your culture and policies, and not the termination of the rep.EU

What We Can Learn

We caught up with Rob Enderle, principal analyst at the Enderle Group, to get his take on the Comcast fiasco. He told us the incident highlights several issues.

EUFirst, people often do some incredibly stupid things for what they think are the right reasons,EU he said. EUFor...

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