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Comcast’s Internal Handbook for Talking Customers Out of Canceling Service

Adrianne Jeffries, writing for The Verge:

“We locked down the ability for most customer service reps to disconnect accounts,” a billing systems manager who worked for Comcast from 2008 to 2013 told The Verge. “We queue the calls for customers looking to disconnect to a retention team who are authorized to give more deeply discounted products to keep subscribers. Even if the subscriber disconnects cable, maybe we can keep them on internet or voice.”

A current employee at Comcast who participated in the Comcast Confessions series provided The Verge with a copy of the 20-page guidelines the company uses for retention specialists.

This will be the cable industry’s downfall. No company with such disregard for their own customers will succeed for long.

Monday, 4 August 2014