Want to read Slashdot from your mobile device? Point it at m.slashdot.org and keep reading!

 



Forgot your password?
typodupeerror

Slashdot videos: Now with more Slashdot!

  • View

  • Discuss

  • Share

We've improved Slashdot's video section; now you can view our video interviews, product close-ups and site visits with all the usual Slashdot options to comment, share, etc. No more walled garden! It's a work in progress -- we hope you'll check it out (Learn more about the recent updates).

×
Businesses The Almighty Buck

Comcast Training Materials Leaked 251

Posted by Soulskill
from the how-to-be-a-jerk-in-3-easy-steps dept.
WheezyJoe writes: The Verge reports on leaked training manuals from Comcast, which show how selling services is a required part of the job, even for employees doing tech support. The so-called "4S training material" explicitly states that 20 percent of a call center employee's rating for a given call is dependent on effectively selling the customer new Comcast services. "There are pages of materials on 'probing' customers to ferret out upsell opportunities, as well as on batting aside customer objections to being told they need to buy something. 'We can certainly look at other options, but you would lose which you mentioned was important to you,' the guide suggests clumsily saying to an angry customer who doesn't want to buy any more Comcast services." Images of the leaked documents are available on the Verge, making for fun reading.
This discussion has been archived. No new comments can be posted.

Comcast Training Materials Leaked

Comments Filter:

Information is the inverse of entropy.

Working...