Making It Easy

Remember that phone call last week, where Veronica Belmont and Ryan Block simply could not get a Comcast “Retention professional” to cancel their account? Consumerist obtained an internal memo from Comcast COO Dave Watson, which reads in part (emphasis mine):

That said, it was painful to listen to this call, and I am not surprised that we have been criticized for it. Respecting our customers is fundamental, and we fell short in this instance. I know these Retention calls are tough, and I have tremendous admiration for our Retention professionals, who make it easy for customers to choose to stay with Comcast.

That is literally just another way of saying that their job is to make it difficult to leave Comcast. It’s somehow more obnoxious though, that he phrases it so euphemistically.

β˜… Wednesday, 23 July 2014

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