A lot of people are applauding the caller for staying so calm during the agonizingly tedious call to cancel his service, but his knowledge of him recording the call himself actually made it easier for him to stay calm. In fact, him being cognizant of it made him more call. The worse the customer service rep gets in his range of circular questioning, the more that goes on, the better the recording gets for posting as some sort of exposé. Knowing that he’s recording the call to post on Soundcloud, the caller can’t do anything to make him look like a bad guy and discredit his “innocence” in the proceedings.
Given the length of the call by the time the recording starts (10 min) and how the conversation was apparently going, one would think to ask for the employees name, and if possible their employee ID or perhaps where they are based if the ID is not available, then proceed to request to speak to their supervisor or manager. At this point they usually either start to act right because they don’t want complaints filed about them with their manager or to corporate or you get to speak with someone a level up that should hopefully be able to assist you with a clean slate. Depending on their training, they might run through the loop with you, for retention purposes, but it usually isn’t as bad because managers usually value their time more than to spend it dragging out one customer service call.
Honestly, despite the statement that Comcast was embarrassed and they plan to apologize to the customer, I have to think that the customer service department is secretly proud of this call. Comcast might say that the behaviour was not in line with their training, but I have to believe that it actually is in line with a good amount of their strategy for customer retention, whether documented or just in practice. If the customer gets so fed up that they just hang up the phone (even aggressively), the company and customer service win that call. That representative is probably a superstar in the breakroom and got commended for his efforts that went “above and beyond”. The only unfortunate thing for him is that the original caller who met her breaking point was able to switch the call to her spouse who had a calmer demeanour due to his knowledge that he decided to record the call. Just when he had the caller on the ropes, she tag teamed in her partner who eventually got the 1-2-3.
Good effort by both sides, but the customer won because of numbers and a secret weapon.