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+ - Training Materials Leaked from Comcast

Submitted by WheezyJoe
WheezyJoe (1168567) writes "Ars Technica and the Verge report how leaked training manuals from Comcast show how selling services is a required part of the job, even for employees doing tech support. The so-called "the 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 posted on the Verge, making for fun reading."
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Training Materials Leaked from Comcast

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