How not to do customer service, by US cable firm Comcast

A US tech journalist has posted an eight-minute snippet of a conversation with a representative of internet and cable TV provider Comcast. The result is... frustrating.

by Emma Haslett
Last Updated: 15 Jul 2014

Anyone who's ever had to endure the miseries of contacting a call centre will empathise with this: US tech entrepreneur and journalist Ryan Block has just posted an eight-minute snippet of a conversation with a representative of US cable firm Comcast, during which he becomes increasingly frustrated as he tries to disconnect his internet service.

The person at the other end of the call is in turn aggressive and stubborn, asking 'why don't you want faster speed?' and 'why don't you want something that works?' as Block repeatedly asks him whether he can disconnect the service. Finally, he just starts listing Comcast's advantages. In the end, Block gets frustrated. 'Is this like a joke?' he asks.

'Within just a few minutes the representative had gotten so condescending and unhelpful I felt compelled to record the speakerphone conversation on my other phone,' says Block in his SoundCloud post. The result is below.

According to Block, Comcast has responded, saying 'this isn't how our customer service representatives are trained to operate'. Which is good to know. But something clearly got under this guy's skin...

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