I have the opportunity to see Comcast policies up close for the last 5 years.
Comcast is an example of just about everything a company can do to act unethically / ineffectively.
Adios to an Employee
Comcast recently fired a friend of mine who had worked in Customer Support for 5 years.
The firing was done with no advance notice. There was no severance pay.
There was no explanation given. The friend was given 10 minutes to leave the premises.
My friend was often rated #1 in customer satisfaction. She had high scores for solving customer problems during their first phone call. Compared to other customer support agents, her support calls lasted longer on average. She frequently got a *burst star excellent rating* for first call resolution.
She had just qualified for an additional week of vacation each year.
This appears to be the reason she was fired.........
Metrics
Comcast is big on metrics. They measure lots of things about customer support calls. They constantly discuss these metrics with their phone support people. They constantly coach their customer support people about how to behave on the phones.
Here are some rules.....
Rule: Never hang up on a customer
Rule: End the call as soon as possible
Rule: Don't make the customer angry
Rule: If service was down for more than 4 hours , credit them for 24 hours off bill. Customer loss was irrelevant.
Rule: If customer sounded suicidal , offer them $20 off their bill.
Rule: Do not attempt to resolve any issue that was not directly due to Comcast
Once per month *birthday* people got a cupcake.
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