I guess it was a major news story a few days ago when a Comcast retention representative "berated" a customer who was calling in to disconnect their service. Unfortunately for the rep, the call was being recorded, and the customer just happened to be an executive at a tech website. The rep probably didn't know he was being recorded, and probably knew even less about the customer and his position.
According the customer - and recording - he was asked ... "Why is it that you're not wanting to have the No. 1-rated Internet service, No. 1-rated television service available?" According to Ryan Block, the customer, the Comcast rep had a belligerent tone. Honestly, I haven't listened to the recording, and don't really feel the need to. Here's why: Because I've been that customer service rep. I've worked in retention. I know those are questions you are supposed to ask. Every call is recorded for monitoring and scoring purposes. If the QA (Quality Assurance) hears the rep ask why he [the customer] didn't want the #1 rated cable and #1 rated internet service, they probably give them a few extra points on the call, not call it belligerent behavior. If a retention rep isn't asking the questions to find out why a customer wants to disconnect their service, then they're not doing their job. Unfortunately for the rep, the customer on the other end of the call wanted to be a sneaky rat.
If you want to disconnect services from a provider, that's fine. But expect the person you are talking to to do what they can, if applicable, to keep you as a customer. It's simply their job. Just don't be an asshat about it. They might possibly hate their job just as much as you hate talking to them.
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