Comcast's Chief Operating Officer, Dave Watson, recently posted a letter on the Team Comcast employee site in response to the viral customer-retention call from hell, reports the Consumerist. In his letter to Comcast minions, Watson admits:
The agent on this call did a lot of what we trained him and paid him — and thousands of other Retention agents — to do.
Watson also expresses that the call was "painful to listen to" and vows:
We will review our training programs, we will refresh our manager on coaching for quality, and we will take a look at our incentives to ensure we are rewarding employees for the right behaviors. We can, and will, do better.
Just a few days ago, over at the "Comcast Voices" blog, Tom Karinshak, Senior VP of Comcast's Customer Experience, vowed to investigate and wrote:
We are very embarrassed by the way our employee spoke with Mr. Block and Ms. Belmont and are contacting them to personally apologize. The way in which our representative communicated with them is unacceptable and not consistent with how we train our customer service representatives.
Regardless of whether one chooses to believe the response crafted for Comcast employees or the one posted to placate the general public, is this the company we want controlling our online access? If Comcast is allowed to merge with Time Warner Cable, we can expect more of the same.