Unrelenting Comcast Rep Breaks a Commandment of Communication
Comcast has twice been voted “The Worst Company in America” by Consumerist polls. This is not difficult to comprehend after listening to the Comcast service rep tasked to “assist” tech journalist Ryan Block with disconnecting his service.
"Tell me why you don't want faster speed," and "It sounds like you don't want to go over this information with me," were some of the highlights of the nearly 11 minute conversation in which the service rep could not fathom why Mr. Block wanted to discontinue his service.
At no point did he make an effort to listen to his costumer, which every communication professional is trained to do. Had he simply given his customer a platform to have an open discussion as to why he was cancelling his service, perhaps this call would have had a successful resolution. Maybe, just maybe, Mr. Block would have reconsidered his decision to discontinue, or at least left an opening for a future return to Comcast.
Instead, all that remains is a recording of the vocal carnage this Comcast rep left in his wake.
As communication professionals, we know our clients don’t always fulfill our wants and desires. We are aware that, at times, our clients make choices that differ from our own thoughts or beliefs. How we react next is essential. We have two options: Option 1 is to go on an 11-minute tirade as to why we won’t do what the customer has asked while not listening to a word they say. Option 2 is to give the customer an opportunity to explain their situation and why they are making a particular decision and adjust our plan accordingly.
There is little room for discussion that Option 2 is the better bet.
Communicating for a living can be far more difficult than it seems on the surface. People don’t always see eye-to-eye or agree on every decision; they may even have a profound difference of opinion in some cases. Nevertheless, it is our job to find common ground and facilitate a resolution. The service rep failed miserably in this instance and Comcast acknowledge as much in their official statement.