Customer Services is something we all have experienced. Sometimes it is a great experience and we walk out or hang up relieved and smiley. Sometimes it can also be a terrible terrible experience that can ruined one’s day, mood, happiness (?). Ryan Block who is a journalist that works for AOL managed to capture one of those terrible moment and post it on his soundcloud for us to listen and sympathise with. Warning the recording is extremely funny and also highly painful to listen to and could make you feel uncomfortable! It is still worth it however.
The recording is Ryan Block’s attemps to cancel his Comcast subscription. As you will hear, the call turned out to be Comcast representative long, too long attempt of retaining a customer. He insists to go through all of the arguments that have been given to him to retain a customer and explain numerous times that leaving Comcast is simply a bad decision. As I said, it is worth listening to.
Comcast responded to the recording and “is very embarrassed by the way our employee spoke with him. The way in which our representative communicated with him is unacceptable and not consistent with how we train our customer service representatives. It is also investigating this situation and will take quick action.”
Such a terrible call makes me wonder about the working condition: what kind of training did this representative go through to react like that? Was his reactions the consequence of fear of losing his job? Losing his personal bonus? One thing is sure: I hope I will never have to go through such a long and dull process, ever!