Exactly What Was Wrong With the Comcast Customer Service Phone Call

You’ve probably heard this painful conversation between a customer trying to leave Comcast and a customer service rep struggling to keep him from doing that. It’s tough for me to listen to. I hear the customer’s frustration, and that’s bad enough, but if you listen to the rep, it’s even worse. My goal with this is to get to the heart of why a call like this happened so that others can perhaps avoid creating problems like this in their organizations. The...

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