The leaked documents unearthed by The Verge show that Comcast uses scorecards to grade its customer service and repair representatives and that sales is a huge chunk of their official score. In fact, The Verge found that sales accounted for 18% of the final scores for some customer service reps and 20% of the final scores for repair reps. And again, these aren’t sales agents — these are the people whose job is to nominally solve the problems you phone in.
The documents also show all of the ridiculous ways that Comcast reps are instructed to try to work sales pitches into their calls.
“For transitioning to a relevant offer, Comcast suggests lines like, ‘Did you call us from your home phone today? I noticed that you didn’t have phone service on your account,’ and ‘Other than Boardwalk Empire, what kind of TV shows do you like to watch? Great, me too,'” The Verge reports.
And again: These are guidelines for repair representatives, who should be the people you talk with because you have a technical failure and not because you want to re-order HBO for the new season of Gam of Thrones.
Read The Verge’s full report by clicking the source link below.
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