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Customer's call shows that Comcast must change; will company listen or hang up?

Philip Michaels | July 21, 2014
We've all had our share of frustrating customer service calls, but until further notice, Ryan Block is probably the leader in the clubhouse after his exchange with an especially aggressive Comcast employee went viral this week.

Look, Comcast has every reason to want to keep people from cutting the cord on their Internet, cable, or telephone — it's a business, after all. But one might wonder if the company is going about customer retention in the right way, and if the incentives it's offering employees to keep subscribers — whether those incentives are a little or a lot — are working at cross-purposes.

I asked my contact at Comcast whether the company might re-examine its approach to customer retention in the wake of this week's PR black eye. "We'll go back and look at what we're doing and do we need to adjust," she told me. "For the most part, our retention policies are in line with what you expect from other services."

That may be part of the problem right there.


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