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Comcast Training Materials Leaked
WheezyJoe writes: The Verge reports on leaked training manuals from Comcast, which show how selling services is a required part of the job, even for employees doing tech support. The so-called "4S training material" explicitly states that 20 percent of a call center employee's rating for a given call is dependent on effectively selling the customer new Comcast services. "There are pages of materials on 'probing' customers to ferret out upsell opportunities, as well as on batting aside customer objections to being told they need to buy something. 'We can certainly look at other options, but you would lose which you mentioned was important to you,' the guide suggests clumsily saying to an angry customer who doesn't want to buy any more Comcast services." Images of the leaked documents are available on the Verge, making for fun reading.
... for pirating their upsell "do you want fries with that."
"Transparent" is a shit show that trades on every stereotype going. A man in drag is NOT a transsexual.
The grabbing hands, grab all they can...
This is totally normal for ISPs. up-selling, attempts to retain customers at any cost. At comcast it was pressed on our call center tech support guys fairly hard but moreso on customer service reps in the billing/accounts department. at AT&T there was literally a whole department called "the save team" who got financial incentives to retain customers. if you called to cancel, you would be put on the line with the save team. they could get credit for a save if they could transfer a customer back to technical support "oh, our tech guys can fix that problem for you and your service will be fine, plus i gave you a month credit" (or something to that affect). and then the tech staff would get this transferred call about how their printer didnt work. completely unrelated, and after being bounced around and on hold, then being told "uhhh. we cant help you with that", they got right pissed and demanded to cancel again. the save team rep, already got a notch on their saved belt but the customer still quit. it was a corrupt system right to the core :)
Sure, but in those stores, they don't hold credit - damaging overcharges and fees over your head, either. Comcast has your ass in a sling, and wants to keep it there- and will, until you threaten to sue.
Sound like your local Walmart, still?
I worked tech support for Time Warner about 5 years ago. We were not 'required' to sell, but we were most certainly pushed to. We were reminded constantly, and people who did sell a lot were praised while the rest of us got the 'why aren't you more like this guy?' treatment. Our calls were randomly selected for review, and if there wasn't 'sufficient' effort put into selling, we were criticized heavily. In these reviews, it seems selling was weighted more heavily than whether we actually solved the issue properly or according to procedure, since nobody really gave you guff for failing to satisfy a customer's tech needs as long as you didn't piss them off. You would think that sending onsite techs out to jobs that could have been solved over the phone would get you in trouble. But as long as you sell, sell, sell, you got a gold freakin star. You ever wonder why you are on hold for so long? Because techs are trying to sell shit after they fix the customer's problem instead of hanging up the damn phone and taking the next call. Multiply that by 30+ calls per tech, 3 or so minutes per call, and you see what a giant waste of time that is. I left that horrible job after six months. I spoke with one of my old coworkers who lasted a little longer than I did, and he said nearly half of the 'veteran' techs left shortly after I had, some of them quite spectacularly. ID badges were thrown, "fuck this sales bullshit" was heard often. These bloody companies have dedicated sales staff, why load down techs with this shit?
I used to work for Fedex tech support - we were supposed to: - Have the call answered by the second ring - Not up sell anything - Be polite and courteous at all times - Troubleshoot anything that is wrong with the computer - the job started back in the day before all software had TCP/IP, and we had to dial in, Oh and Win95 was supported. - All our calls were to be logged and notes made for helping the next guy if they ever called in again. In the same building we had AT&T WorldNet, they had to: - Not answer unless the customer was on hold for at least 1/2 and hour - Priority was given to new customers setting up - When they closed for the night - all calls were left in Que and answered in the morning, if still there. For some reason AT&T always had openings?!?
Does anyone have a script a customer can stick to when dealing with Comcast?
I used to work in and run call centers for years. (don't anymore, but I manage software that's used in them in some ways) They want to make money off you. You want them to do what you want? Cost them money. The following works every time, I do it myself.
The key is to:
A: Do not be reasonable or polite, they count on that. Remember you're in the midst of a con. The person you're talking to is reading a scripted con, that they relies on you being polite and normal. Being not polite and not normal ruins the process.
B: Do not get upset or use poor language, that's a free ticket to hang up on you. Passive aggressive is the key here.
C: Waste as much of their time as possible.
D: Never let them put you on hold. That gives them a mental break, this is a test of endurance. They've been it for hours, you're fresh and can eat chips and drink soda while you ruin their day.
For example, if you want to disconnect.
Comcast: Thanks for calling in... long nonsense fill speech later... How can I help you?
You: I would like to disconnect my service effective immediately, if you waste my time and/or do anything other than disconnect me immediately, I will request a supervisor, I will accept nothing less than a supervisor, I will not allow you to put me on hold, and I will make this call miserable for the both of us until my service has been satisfactorily disconnected.
*at this point 90% of agents will just do it and take the hit on their stats to not deal with you, but if they wont, read on*
Comcast: I'm sorry to hear that sir, but I will have to transfer you to our disconnect department...
You: *cut them off* Please get your supervisor, do not put me on hold. Thank you.
Comcast: But my supervisor can't...
You:You're wasting both of our time, call your supervisor over, I'd like to speak to them immediately. Inform them that if THEY can't disconnect my service, I'll be asking for their manager as well. This will continue until my service is disconnected, I will not be put on hold.
I doubt the supervisor will even get on the phone. Continue down this path, ask for higher and higher level supervisors. There is a chance you will run into a hardass. Don't worry, take down his name, hang up, call back, get someone else. You're shooting for the weakest link. You will find it, they will get sick of talking to you. You'll ruin their stats for the night and they will eventually just say "Screw it" and give you what you want. Their stats are the only measure by which they keep their jobs. You're a loss either way by acting like this so eventually they'll take the hit on the Sale/disco instead of letting you screw up their call times or keep the manager from browsing Slashdot. Remember, the person you're talking to doesn't hate you, doesnt like doing what they are doing and doesn't care if you buy anything. They are required to keep their average call times under X minuites, to make Y sales per month, to have under Z disconnects. Make it clear which stats they are not going to be able to save on this call and which ones they could make up for them on... namely, this could be a very short call and they could stop talking to you, who's clearly unhinged sooner.
This is way too much effort, unless you happen to enjoy yanking some chains over the phone.
Here's how you quit Comcast:
(1) Disconnect every piece of Comcast equipment in your home.
(2) Load it in a box, and put the box in your car.
(3) Drive to the nearest Comcast customer center.
(4) Dump the box on the counter and tell the rep: "I wish to terminate my service immediately."
No one will argue with you. You have completely bypassed Comcast's customer retention process by doing this. Pay the amount due on your bill, get a receipt with a complete list of the equipment you've turned in, then go home.