Customer Relationship Management News NewsFactor Sites:       NewsFactor.com     Enterprise Security Today     CRM Daily     Business Report     Sci-Tech Today  
   
Home CRM Systems Customer Service Contact Centers Business Intelligence More Topics...
GET RECOGNIZED
Let an ISACA® certification elevate your career.
Register today and save
You are here: Home / Big Data / Comcast Customer Service Fiasco
DDoS Protection Powered By Verisign
Lessons From the Comcast Customer Service Fiasco
Lessons From the Comcast Customer Service Fiasco
By Jennifer LeClaire / CRM Daily Like this on Facebook Tweet this Link thison Linkedin Link this on Google Plus
PUBLISHED:
JULY
16
2014



Comcast doesn’t 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. “Why is it that you’re not wanting to have the number one-rated Internet service, number one-rated television service available?” 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 “very embarrassed” by the way its employee spoke with Block and Belmont and have reached out to make a personal apology.

“The 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,” 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.”

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

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.

“First, people often do some incredibly stupid things for what they think are the right reasons,” he said. “For instance, while I was at IBM we had a tech worker effectively pull the plug on a large firm's phone system because they didn't want to pay for a maintenance contract. The head of the division, unfortunately for the tech, was on that firm's board.”

Second, he continued, in this age of social media and analytics there is no reason not to know that a customer is in the media business -- and to make sure there is oversight for that account so the customer doesn't get an inexperienced customer service rep who can cause a viral blow up like this one.

A Comcast-like customer service fiasco could happen to any company these days, but Enderle believes this married couple may have called the cable operator as part of a story. The treatment they experienced had a very high probability of becoming a problem for executive management, he said, and no department head wants to be a problem for executive management.

“Finally, people-facing employees need to be constantly cautioned to not over push a customer who is dissatisfied and leaving,” Enderle said. “They are already unhappy with the service making them more unhappy with the exit treatment does no one any good.”

Tell Us What You Think
Comment:

Name:

Amused:

Posted: 2014-07-18 @ 5:51am PT
@Ken Frisbie You are such an idiot. Things can be easily googled these days. The caller in question is Ryan Block, the VP of Product at AOL. Unemployed huh? LOL.

Art:

Posted: 2014-07-17 @ 4:49pm PT
Yes, I agree that Comcast is bad. They are second to AT&T, who are the absolutely worst with lies, broken promises, and bad service.

K.A.:

Posted: 2014-07-17 @ 12:40pm PT
Naw, he's already famous. That's the only reason the recording went viral in the first place.

Ken Frisbie:

Posted: 2014-07-16 @ 2:55pm PT
I think the guy that called in and caused all the trouble and hatred towards Comcast is unemployed, and he recorded the call specifically with the intent of setting up the Comcast guy, making it go viral, to get his 15 minutes of fame and probably some job offers. Maybe that's the real story.

Dave:

Posted: 2014-07-16 @ 2:10pm PT
Had to deal with Comcast when they were the only provider in my area, They were terrible and abusive. Had nothing but bad service and rude employees!! When I finally dropped them, they said I will get less and have to pay more if I cancel, By now I had enough... told them I would pay twice as much for half as many channels. Oh ya, they lied, I got a lot more for less and was treated a lot better... Never regretted it. Really, I wouldn't go back to Comast even if their service and rep's were worth a sh--, just because...

Paul Fletcher:

Posted: 2014-07-16 @ 1:53pm PT
Comcast customer policy is lacking with outsourcing representatives to India and it is real hard to understand their fast, grouped-up phrasing used in their accents. They do unannounced shutdown maintenance and offer pennies for your inconvenience when you call them on it. I don't use TV or movies, just the internet, and don't want any of their tradeoff products to sooth my anger when I'm seeking restitution for interrupted service. They lost my mailed check payment, recently, and I had to take my bank statement showing payment was collected to the office to get my account credited. My area was cut down to 4-5 mbps for months, in April and May, while they were upgrading for their recent modem upgrades and I was informed my personal modem was inferior and should be replaced. They gave me a loaner to try out and it was defunct. My IT tech came to my house and verified skimpy service with a Comcast tech-real time-and couldn't explain the difficulties. My modem checked out fine and is, still,in use, now, getting 20+ mbps any time of the day-I pay for high-speed internet-is this it? I am planning to live without internet, soon, to prevent my disappointment in this company becoming the biggest wrinkle in my happy fabric. I have an AS degree in Computer Science and am working on my graduate degree in programming. I may start my own company in order to put this garbage outfit out of it's misery. It seems Business majors can't take care of business. I'll find free Wi-Fi, until.

current comcast customer:

Posted: 2014-07-16 @ 1:27pm PT
People who are categorized as customer service should have the professional courtesy to at least pretend like they are there to help you. Instead, they are concerned about making sales pitches and twisting peoples arms to force customers to stay with them. I do not buy comcast's crappy comments when they say this is not how they train their employees. The customer service people are trained to respond this way. Too bad they don't have the balls to own up to their tactics. They get a bad rap for a reason.

exComcastCust.:

Posted: 2014-07-16 @ 1:22pm PT
This happends all the time its not just the customers who are unsatisfied it is also the employees who try to scam customers after theyre let go by the company theyll come to your house saying they wanna pick up your equipment because your payments are past due when you always pay your bill on time. BEWARE OF THESE PEOPLE comcast will never come to your house unless you ask them too.

Greg S. Key:

Posted: 2014-07-16 @ 1:12pm PT
It shouldn't matter if the customer is in the media because all customers should be treated the same, that is, treated well. I believe Comcast is incapable of this. That has been my experience anyway.

former comcast customer:

Posted: 2014-07-16 @ 1:08pm PT
Comcast has the most customer service reps with attitudes and are almost always rude.

Like Us on FacebookFollow Us on Twitter
TOP STORIES NOW
MAY BE OF INTEREST
Salesforce.com is the market and technology leader in Software-as-a-Service. Its award-winning CRM solution helps 82,400 customers worldwide manage and share business information over the Internet. Experience CRM success. Click here for a FREE 30-day trial.
MORE IN BIG DATA
Product Information and Resources for Technology You Can Use To Boost Your Business

Network Security Spotlight
Dairy Queen Latest Retailer To Report Hack
Known for its hot fries and soft-serve ice cream, Dairy Queen just made cyber history as the latest victim of a hack attack. The fast food chain said that customer data at some stores may be at risk.
 
Lessons from the JPMorgan Chase Cyberattack
JPMorgan Chase is investigating a likely cyberattack. The banking giant is cooperating with law enforcement, including the FBI, to understand what data hackers may have obtained.
 
Who Is the Hacker Group Lizard Squad?
Are they dangerous or just obnoxious? That’s what many are wondering about the hacker group Lizard Squad, which tweeted out a bomb threat that grounded a flight with a Sony exec aboard.
 

Enterprise Hardware Spotlight
Intel Intros Lightning-Fast PC Processors
Call it extreme. Intel just took the covers off its first-ever eight-core desktop processor, which is aimed at hardcore power users who expect more than the status quo from their computers.
 
HP Previews ProLiant Gen9 Data Center Servers
Because traditional data center and server architectures are “constraints” on businesses, HP is releasing new servers aimed at faster, simpler and more cost-effective delivery of computing services.
 
Apple Set To Release Largest iPad Ever
Tech giant Apple seems to have adopted the mantra “go big or go home.” The company is planning to introduce its largest iPad ever: a 12.9-inch behemoth that will dwarf its largest existing models.
 

Mobile Technology Spotlight
iWatch Watch: What Will Apple Ask Us To Wear?
There are still more questions than answers when it comes to details about the smart watch Apple seems poised to debut on Sept. 9. In fact, nobody seems completely sure that it will be a smart watch at all.
 
Samsung Maps Its Way with Nokia's 'Here' App for Galaxy Phones
Korean electronics giant Samsung has opted to license Here, Nokia’s mapping app -- formerly known as Nokia Maps -- for its Tizen-powered smart devices and Samsung Gear S wearable.
 
Google Successfully Tests Its Own Delivery Drone
While top technology companies are engaged in an "arms race" to develop drones that can quickly deliver goods to anyone anywhere, Google has revealed it successfully tested its own version.
 

Navigation
CRM Daily
Home/Top News | CRM Systems | Customer Service | Contact Centers | Business Intelligence | Sales & Marketing | Customer Data | CRM Press Releases
NewsFactor Network Enterprise I.T. Sites
NewsFactor Technology News | Enterprise Security Today | CRM Daily

NewsFactor Business and Innovation Sites
Sci-Tech Today | NewsFactor Business Report

NewsFactor Services
FreeNewsFeed | Free Newsletters

About NewsFactor Network | How To Contact Us | Article Reprints | Careers @ NewsFactor | Services for PR Pros | Top Tech Wire | How To Advertise

Privacy Policy | Terms of Service
© Copyright 2000-2014 NewsFactor Network. All rights reserved. Article rating technology by Blogowogo. Member of Accuserve Ad Network.