Today's Hard|Forum Post
Today's Hard|Forum Post

Monday July 21, 2014

Comcast Admits Rep Was Doing "What We Trained Him To Do"

I guess all those Comcast employees coming forward has forced the company to admit they do in fact train employees to do exactly what this guy was doing.

The agent on this call did a lot of what we trained him and paid him آ— and thousands of other Retention agents آ— to do. He tried to save a customer, and that’s important, but the act of saving a customer must always be handled with the utmost respect. This situation has caused us to reexamine how we do some things to make sure that each and every one of us آ— from leadership to the front line آ— understands the balance between selling and listening. And that a great sales organization always listens to the customer, first and foremost.