Monday, August 31, 2015

Comcast apologizes for 'unacceptable' customer service agent call

Following yesterday's frenzy of vitriolic tweets and viral blog posts over its botched customer retention call, Comcast has issued an official apology. As they say, the enraged phone rep's behavior was "not consistent with how we train our customer service representatives." Well, phew.

Comcast apologizes for 'unacceptable' customer service agent call

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The Comcast Center, which is Comcast Corporate headquarters, is seen December 3, 2009 in Philadelphia, Pennsylvania. According to reports January 18, 2011, The Federal Communications Commission (FCC) approved the merger between Comcast Corp. and NBC Universal Inc.  (Photo by William Thomas Cain/Getty Images)
The Comcast Center, which is Comcast Corporate headquarters, is seen December 3, 2009 in Philadelphia, Pennsylvania. According to reports January 18, 2011, The Federal Communications Commission (FCC) approved the merger between Comcast Corp. and NBC Universal Inc. (Photo by William Thomas Cain/Getty Images)

Following yesterday’s frenzy of vitriolic tweets and viral blog posts over its botched customer retention call, Comcast has issued an official apology. As they say, the enraged phone rep’s behavior was “not consistent with how we train our customer service representatives.” Well, phew. 

The corporation issued a statement yesterday evening, with the communications department also saying that the unnamed rep has already been placed on administrative leave. As per Comcast’s official release: 

We are very embarrassed by the way our employee spoke with Mr. Block and Ms. Belmont and are contacting them to personally apologize. The way in which our representative communicated with them is unacceptable and not consistent with how we train our customer service representatives. We are investigating this situation and will take quick action. 

Comcast’s apology, on social media at least, saw a quick response from Ryan Block, a former Engadget journalist, current AOL employee, and the poor guy on the receiving end of this all. The onus for Block, judging by his response, is still very much on Comcast:

That, however, is not the end of Block’s nasty call with the Comcast rep. As the company said in their statement, they’ll be using the eight-minute recording in training to “reinforce how important it is to always treat our customers with the utmost respect.”

Check out the call again below. For posterity’s sake, of course:

[CNN]

[NYP]

 

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