The Verge: Comcast’s internal customer retention guide


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The Verge has posted Comcast's "Quality Guidelines" for customer retention. This goes back to the Ryan Block interaction with a customer retention rep a few weeks ago. Nothing is really shocking, but still interesting. There are a few situations where a Comcast rep is instructed to not press for retention, such as the account holder dying.

This gave me a chuckle though:

If a customer wants to check with their roommates before agreeing to a sale, the rep is supposed to communicate urgency by reminding the customer how tough it is to get an installation appointment.

So, the reason you need to stick with Comcast is because their service is so crappy you might have a hard time getting an appointment later? OK.