Comcast: Decodedly NOT Customer First
Adrianne Jeffries on why Comcast customer service reps are such pushy creeps:
Metrics-obsessed reps are therefore highly motivated to get every customer to not only continue service, but keep the same number of subscriptions — phone, internet, Xfinity — or add more. Essentially, these reps are trying to reach a predetermined outcome in the call, and they’re trying to do it in under 11 minutes. Comcast has turned its customer service reps into sales reps.
"Comcast likes to pretend to be "customer first," txmadison writes. "But then they turn around and provide an entire incentive structure that is decidedly NOT customer first."
No surprise there. Not only does Comcast not find such behavior problematic, they actually very directly encourage it.
But please, by all means let Comcast buy Time Warner Cable to ensure even more customers get such service.