You really can’t talk to anyone that much. Even someone I know who has worked there for years is still afraid. Comcast customer service has such a bad reputation, but you will get caught if you pull anything on the phone with a customer. If you’re mean to someone on the phone, you can’t get away with it. They record every call, and they really do listen to them. If you don’t meet your sales, you get fired. They monitor your computer screen constantly. You can’t have your cell phone out you can’t go on the Internet if it’s not Comcast-related. Again, it feels like I’m back in school and it’s very strict – they use a lot of scare tactics, and you’re just so afraid all the time that you’re going to get in trouble for something.īasically to make you think that you’re going to get fired. I might be on the phone with you holding in pee because I need to go to the bathroom and you won’t stop yelling at me. Just remember we’re people working crazy schedules – it’s a 24/7 call center that closes for nothing. But people will scream at you, then say, “I know it’s not your fault, but…” and then continue to scream at you. I want to fix it, and I’m never trying to make their lives harder, but a lot of times it’s out of our hands. We’re doing all that we can anyone who’s calling in, I never want to do them wrong. I’d tell them to just recognize that we are people on the other line. What do you wish Comcast customers knew about your job? I only see them and talk to them in person once a week to review my calls.
It’s because the customer doesn’t actually need to talk to management they’re just yelling at you and demanding to speak to someone above you. You also rarely speak with your supervisor directly – it’s all through an office chat and email. If a customer is asking for a supervisor on the phone, 99 percent of the time, they’re just talking to another customer service rep who’s pretending to be a supervisor. The supervisors don’t want to take the calls either.
You get stuck and you have no other option but to put people on hold if you’re waiting on a supervisor. If you need help with something during a call – there are certain actions that a manager has to approve – you have to put the customer on hold, and sometimes it takes a while. How involved is upper management in your day-to-day? I won something small once but then had to pay taxes on it anyway. Sometimes we’ll get candy or have raffles. If you’re degrading me and being awful to me, why would I want to go above and beyond to help you? We have sales goals and incentives, and I try, but I don’t know if I’ll be there long enough to get promoted anyway.Ī lot of times it’s an hour or two off the phone during work. We’re grown-ups, but it feels like we’re being treated like children. But if you’re an asshole to me, I don’t care. There are people there who care about following up with customers, and I do too. And a lot of times people are screaming at us when we have no control over what’s happening.
You have to stay on the phones, you definitely can’t hang up. People need to understand, you’re getting beat up all day, everyday. You try to offer them a good deal, but you don’t try to force them to stay. The one call that went viral , I don’t even know how that would happen that’s just not how the conversation goes down when a customer wants to cancel. We want to keep customers, but if someone says they want to leave, I don’t personally care. What’s it like on your end when cringe-worthy calls go viral? Spoiler alert: It’s not so pleasant.Ĭomcast’s customer service has been having a rough time lately.
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In our latest Confessions series installment, a Comcast customer service representative tells what it’s like from inside the call center. But the country’s largest cable company can’t solve everything via Twitter. In March, Comcast announced that in order to improve its customer service – which the company’s own CEO called “embarrassing” – it would be tripling the size of its social media team to try to solve problems online. Last summer, for example, one customer posted audio from a call with Comcast after the customer service representative tried, for 20 painful minutes, to talk him out of changing his cable provider. In the past year, multiple calls to 1-800-COMCAST went viral online thanks to beleaguered customers who wanted to get the promotion they were promised, protest phony charges or, most memorably, cancel their service. The department is the main reason for the company’s notorious national reputation. If you’ve ever had to call Comcast’s customer service, you’re familiar with how frustrating a simple cable fix can be.
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