After a recording of a Comcast representative "aggressively" trying to stop a customer from canceling his service went viral Tuesday morning, the cable company is using the situation as a teachable moment for staffers about what not to do when communicating with customers.
The customer was Ryan Block, AOL’s VP of product, who posted eight minutes of his phone call with a Comcast "customer retention" specialist on online audio-distribution platform SoundCloud on Monday evening.
Block said in a tweet that eventually his service was successfully disconnected.
2/ Comcast followup: 3. Yes, the guy disconnected our service. @Veronica went out to the store to double check, we didn’t trust it. 3 weeks!— Ryan Block (@ryan) July 15, 2014
Comcast will communicate with its staffers about the incident, using it as a guide of what not to do. Jenni Moyer, the company’s senior director of corporate communications for network and operations, told PRWeek that it may email staffers or add guidelines to the company’s internal network. She did not specify its exact internal comms strategy.
"We are going to use this situation as an opportunity to follow up with employees to reinforce the importance of always treating customers with the utmost respect," she explained.
Externally, Comcast is focused on personally apologizing to Block, responding to media inquiries, and managing the situation from a social media perspective, Moyer added.
"We are very embarrassed by the way our employee spoke with [Block] and are contacting him to personally apologize," the company said in an emailed statement. "The way in which our representative communicated with him is unacceptable and not consistent with how we train our customer service representatives."
Comcast is investigating this situation and will take quick action, it added.
Here’s some reaction to the incident on Twitter:
Re the Comcast customer-service guy's viral audio: Feel empathy for him, and the opposite for the kind of company that makes him do this.— Dan Gillmor (@dangillmor) July 15, 2014