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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.
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Comcast Training Materials Leaked

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  • by Charliemopps (1157495) on Tuesday August 19, 2014 @10:30PM (#47709365)

    Does anyone have a script a customer can stick to when dealing with Comcast?

    I used to work in and run call centers for years. (don't anymore, but I manage software that's used in them in some ways) They want to make money off you. You want them to do what you want? Cost them money. The following works every time, I do it myself.
    The key is to:
    A: Do not be reasonable or polite, they count on that. Remember you're in the midst of a con. The person you're talking to is reading a scripted con, that they relies on you being polite and normal. Being not polite and not normal ruins the process.
    B: Do not get upset or use poor language, that's a free ticket to hang up on you. Passive aggressive is the key here.
    C: Waste as much of their time as possible.
    D: Never let them put you on hold. That gives them a mental break, this is a test of endurance. They've been it for hours, you're fresh and can eat chips and drink soda while you ruin their day.

    For example, if you want to disconnect.
    Comcast: Thanks for calling in... long nonsense fill speech later... How can I help you?
    You: I would like to disconnect my service effective immediately, if you waste my time and/or do anything other than disconnect me immediately, I will request a supervisor, I will accept nothing less than a supervisor, I will not allow you to put me on hold, and I will make this call miserable for the both of us until my service has been satisfactorily disconnected.
    *at this point 90% of agents will just do it and take the hit on their stats to not deal with you, but if they wont, read on*
    Comcast: I'm sorry to hear that sir, but I will have to transfer you to our disconnect department...
    You: *cut them off* Please get your supervisor, do not put me on hold. Thank you.
    Comcast: But my supervisor can't...
    You:You're wasting both of our time, call your supervisor over, I'd like to speak to them immediately. Inform them that if THEY can't disconnect my service, I'll be asking for their manager as well. This will continue until my service is disconnected, I will not be put on hold.

    I doubt the supervisor will even get on the phone. Continue down this path, ask for higher and higher level supervisors. There is a chance you will run into a hardass. Don't worry, take down his name, hang up, call back, get someone else. You're shooting for the weakest link. You will find it, they will get sick of talking to you. You'll ruin their stats for the night and they will eventually just say "Screw it" and give you what you want. Their stats are the only measure by which they keep their jobs. You're a loss either way by acting like this so eventually they'll take the hit on the Sale/disco instead of letting you screw up their call times or keep the manager from browsing Slashdot. Remember, the person you're talking to doesn't hate you, doesnt like doing what they are doing and doesn't care if you buy anything. They are required to keep their average call times under X minuites, to make Y sales per month, to have under Z disconnects. Make it clear which stats they are not going to be able to save on this call and which ones they could make up for them on... namely, this could be a very short call and they could stop talking to you, who's clearly unhinged sooner.

  • by timholman (71886) on Wednesday August 20, 2014 @12:16AM (#47709765)

    For example, if you want to disconnect.
    Comcast: Thanks for calling in... long nonsense fill speech later... How can I help you?
    You: I would like to disconnect my service effective immediately, if you waste my time and/or do anything other than disconnect me immediately, I will request a supervisor, I will accept nothing less than a supervisor, I will not allow you to put me on hold, and I will make this call miserable for the both of us until my service has been satisfactorily disconnected.
    *at this point 90% of agents will just do it and take the hit on their stats to not deal with you, but if they wont, read on*
    Comcast: I'm sorry to hear that sir, but I will have to transfer you to our disconnect department...
    You: *cut them off* Please get your supervisor, do not put me on hold. Thank you.
    Comcast: But my supervisor can't...
    You:You're wasting both of our time, call your supervisor over, I'd like to speak to them immediately. Inform them that if THEY can't disconnect my service, I'll be asking for their manager as well. This will continue until my service is disconnected, I will not be put on hold.

    This is way too much effort, unless you happen to enjoy yanking some chains over the phone.

    Here's how you quit Comcast:

    (1) Disconnect every piece of Comcast equipment in your home.
    (2) Load it in a box, and put the box in your car.
    (3) Drive to the nearest Comcast customer center.
    (4) Dump the box on the counter and tell the rep: "I wish to terminate my service immediately."

    No one will argue with you. You have completely bypassed Comcast's customer retention process by doing this. Pay the amount due on your bill, get a receipt with a complete list of the equipment you've turned in, then go home.

  • by DrXym (126579) on Wednesday August 20, 2014 @03:21AM (#47710407)
    Unless they've changed from my McJob youth, the standard McDonalds policy was to upsell once according to what a customer didn't order or wasn't specific about. If you bought a burger you were asked if you wanted fries. If you asked for meal (without being specific) you were asked if that was a large meal. etc. You were only supposed to ask once and if a person said no that it was it.

    If they took a page from the Comcast book they wouldn't take no for an answer and would methodically break down your objections until you relinquished and bought that large meal. Oh and you'd have a 12 month contract for large meal with a huge penalty fees if you tried to escape from it.

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