The Verge spoke to more than 100 Comcast employees.
One common theme was the importance of retaining customers.
We locked down the ability for most customer service reps to disconnect accounts. We queue the calls for customers looking to disconnect to a retention team who are authorized to give more deeply discounted products to keep subscribers.
Upgrade the customer where possible.
The pay was great and everything else about the job was a nightmare. I remember when a 90-year-old woman called to add phone to her account and my boss told me afterwards, “She was probably senile… but you should have upgraded her cable. I don’t think you are going to be sitting in this seat for very long.”
Sales is more important than customer service.
I would be frustrated because I would tell them we need customer service training as much as sales training, but it came from Philly [Comcast’s headquarters] so that’s what we had to deal with. [Managers] would listen to the call, even have secret shoppers call in. If we didn’t ask [customers] to get more products we would be spoken to. Eventually, selling became part of tech support and billing.