I used to work in a call center. A guy was mad about his bill and told me he was going to jump off the Brooklyn Bridge. I said "We would hate to lose you as a customer sir".
@@Niko-ys9iecustomer service is quite literally the opposite of telemarketing. As a former customer service rep we did not want people calling us and tried to get off the phone as fast as possible. That’s like the exact opposite of telemarketing
From working in a call center, I can confirm....customers are never like that. It would be more along the lines of " WHY THE F**** did yo stank a** company charge me 0.15 this month!!!"
so you charge me for the extra free service that I am supposed to have, so is not free I am being charge more for your "free service" great thank you!!
She didn't ask the Customer " Is there anything else I can assist you with?" And she didn't finish the call by saying " Thank you for calling Comcast. Have a nice day."
worked in a call center for 12.6 years, best way to get your issue resolved? be always nice to the agent, and most of the time they will do their best and find ways, and go the extra mile to help you out…
Unfortunately, all this BS results from the fact that corporations are so greedy and put profits before honesty and integrity. This is the crap that exists today, and I ask where is the shame from these corporate douchebags? Believe me, I hate communism, but there are also many parts of capitalism that are extremely faulty.
Because she had the customer service reps total attention instead of constantly being put on hold.. trust me I know I can tell when I don't have their attention. Former call center employee myself. Anna In Ohio.
@@buckeyedav1 my condolences lol congratulations on the FORMER part. I’m a former call center employee as well. Bank of America, Hughesnet, AT&T and the dreaded Comcast. Worst jobs I’ve ever had.
I just quit my call center job for a smart home company... One of the reasons was that I was sick and tired of bullsh*tting the customer. Actually I'm surprised I wasn't fired, a customer called one time having a problem with her system and she was still in the period that she could cancel the service and reverse the contract (Which she would be locked in for a few years), I saw that and then told her "I can send a tech for free because you are within 30 days of installation but are you aware that you will have to pay 200$ for any future technician visits after that?" - "What!? I did not know that, I don't agree to that! I want to cancel" - "I would be happy to transfer you to our customer loyalty team and they can help you with that" - "Yes, please! And thank you for letting me know. " - " You are very welcome, thank you for calling ____ , I'm transferring you now". 🤣 I did that only once, but it's hard if you are a person of morals to carry on such bullcrap.
@@Emanouche Right ,its why I could never work in sales . I tried a few of those MLM companies in my 20s and I always felt bad trying to convince people to spend their money haha.
So .. take the lollipop out of my mouth.. stop texting friends while asking for people's social... and make people feel false excitement about getting ripped off. GOT IT
I am so glad that I do not do that job anymore it was a nightmare although now I am nice to customer service people because I know that they want to bang their head on the desk.
Agree, same here... however you can't let them push you with the bull-crap they are trained to tell you as shown in the video. If I was the customer I would have been like "Nothing against you, I know you are trained to tell me that, but think about it, this is a bull-crap excuse. Can you do anything for me to lower the amount back down? If not I want to speak to a manager".
To be honest everytime my comcast bill goes up I just call them, imply that i will have to leave their service if I cant lower my bill (even though I have no intention of leaving and can easy afford the new price) and they always put me on some promotional 12 month package that was either the same price or cheaper than what I was paying before the price increase. So, I actually applaud their lack of caring because it means if I slightly inconvenience them by calling. It'll get me exactly what I want.
Thanks for telling me this. I am the ceo of comcast. Now I know. Kidding. Though you are correct with that because agents from the retention department or customer solutions needs to offer everything just to have a customer stay
1) What call center agent picks up a phone, as opposed to using a headset? 2) Some of these companies are known for taking customers who are trying to shed services to lower their bills and instead try to sell them additional services. You need to be very firm and make it clear what YOU want.
I am assuming the customer signed a contract agreeing to this beforehand, you know those documents that only lawyers actually know what the hell is in them. The Company would need this agreement, or they would open themselves up to a lawsuit. Of course, have fun explaining that to a customer, they aren't going to be happy with that. No one knows that they are agreeing to random price hikes, anytime it suits the company. Part of the problem is that Comcast is the only cable company in many areas of the company, so they get away with this, since there is no competition to keep them honest and competitive on prices.
In other words, "we are giving you on demand and other services for free" but we are raising your rates to keep up with the technology??? The whole company needs to go to jail.
aakar88 rates go up, taxes go up, minimum wage goes up insurance goes up stop your bitching if you don’t like it then don’t have it everything goes up get used to it!
i work at comcast, tech support... 1st, we dont get a desk, we share a desk and we're not allowed to have any papers or personal stuff in it, only the computers. 2nd we are not allowed to have food, not even snacks or candy, only water or coffee. 3rd we are not allowed to put customers on hold for more than a minute, we are FORCED to maintain conversations even if the customer doesnt wants to speak or isnt in a mood, this is very stressful. 4th we CANNOT hang up, be rude or transfer without reason, this are reasons to get fired on the spot. 5th customers NEVER speak as clearly as here,,, there is always an awful sound quality, weird accents, they yell or talk like they just woke up. 6th we CANNOT talk amongst each other during calls.
you know these wer created as training videos...satirically showing right way and wrong way to talk to customers..funnny comments always on thsi video!!!
Blake Steele when i transfer calls for upgrades of my customers directv box. i took them to the verification dept and the rep i talk to? was indian that his name was steven hahahaha i muted the phone and said what the fuck xD
Thrasher987 isn’t just with Comcast. People become entitled brats when they are the customer. The whole idea of the customer always being right is misunderstood. It doesn’t give you the right as a customer to treat the employee like shit.
Just a little tidbit, when you call in screaming, plz try and remember that the person on the line you waited 30 minutes to speak to did nothing to you and wants to help you, but when you’re screaming and yelling right off the bat, it’s very difficult to get anything accomplished whatsoever. You get more help if you’re kind. Frustrated is ok. The agent gets it. But think of how your own brain works when someone is screaming at you, and then consider the fact that upon answering your call, the rep only knows whether you’re calling for billing or for repair. It’s very difficult to help someone when they acting belligerent and yelling at the top of their lungs.
Pls listen to OP. I am a call center agent and it’s been the worst the last 6 months. People are getting meaner and meaner but expect us to bend over backwards to help when you’re literally screaming in our ears and calling us names. Just be civilized and we’ll help you without hassle. You make it harder for yourself and us.
And new customers get deals while loyal ,long term customers get the rate increases . Unfortunately ,Comcast/Xfinity is still the only company w internet speeds fast enough for me, especially now working remotely due to C@VID 😒
She forgot to plug discounts, customer surveys, ask to update information, ask if the customer needed additional assistance or ask for a number in case they get disconnected. Their "right" way would have failed the quality assurance checklist. There are certain aspects of the list that it doesn't matter how the call went, you automatically fail the call if you do not do these things. Their right way would have failed where I work.
@@jmjn916 I work for comcast and that call doesn’t meet the standards that we have. There’s a lot of key words we have to mention and we also have to ask the customer if they need anything else because if they do and we don’t ask, then they will probably call back and if they do, that affects our metrics.
It's only hilarious if you work in a call center. customers don't talk like that and neither do the phone reps. the right and wrong ways here are both hilarious but its a dry ironic humor
Even if you do, as long as the customer doesn't hear you, who cares? Management usually doesn't. Just make sure you are muting physically the mic so that management can't record you. You gotta do what you gotta do to stay sane at this kind of job. You're gonna put me on a micro-management tight leash and have me bullsh*t angry customer all day long for 12 lousy bucks a hour, damn straight I have my right to candy and sh*t talking between calls with a co-worker! 😂
yeah that still doesn't stop the amt going up and even the cx talked differently when she "called in " the second time around and so easily accepted the answers why the price went up because she could take advantage of free services not
Patrick Arredon They Monitor the calls...If they notice a pattern with your calls they’ll look you up...They have the ability to go back and listen to any call you have taken....
I can see why comcast employees treat people like shit the pressure they have on them must be unbearable I mean it looks like a shitty place to work I wonder if they even let employees talk to each other.
TheCopyto Oh Ok. It is true that it changes literally every month. I quit like 6 months ago and my ex coworkers are all in a broader campaign now so who knows hehe.
I work for Comcast right now, they do let us talk to each other as long as we make the calls and they still force clients to buy things that they don't need for a higher price... I honestly don't know how are the Comcast services since in Puerto Rico we don't have them, but every time I sell something to a customer I hope to God they get the best for what they're paying.
Also, I don't know how the system works in the U.S. but where I work if you treat a client as shit you get fired sooo fast. The only reason I'm still working in the company is because at least they pay $8 an hour, bit the people that call sometimes are so rude... All I want is to help them the best I can do that I can continue with my life but the majority of time if I don't say a word right they rapidly scream for a supervisor because I'm not helping them right... I'm just a person who speaks two languages and in order to give you my best service I have to translate everything in my head.
I have been a comcast customer for over 8 years now, always good internet service. I had always a friendly customer services and always helpful getting me what I need. It is all boils down on how you want to treat your provider of service and goods.
Good internet service? Bullshit. Download, ok...that is good... but the upload speeds deserve a class action lawsuit requiring them to increase them immediately. They have installed the DOCSIS 3.1 tech, they just refuse to increase the upload speeds because 'no one needs more than 35 Mbps'... which is complete BS for anyone who ever tried to perform a backup to the Cloud. Comcast sucks more than a hooker on Nickel Night.
Every time I call Comcast, I get the first type of person. I would love if we could skip the customer service line and just talk to one of the technicians. The technicians know what they are talking about.
What I find disturbing about Comcast and rates that get raised is the they normally sign you for a multi-year contract. And in my book that means that once you are in that contract, they should not be allowed to raise the rates, unless they change the contract. It's just poor business practice to stiff a customer for 5-15 dollars more on their contract because "they had to raise the rates". That's part of doing business.
As a former Comcast employer we dealt with this call a lot....If you read your agreement somewhere on there it says Equipment Taxes and Fees are subject to change at anytime during your promotion/contract No one reads that agreement
That's how they get you, people need to read their contracts... I worked for a smart home company and their crappy system breaks all the time, then customers are always surprised that they have to pay for a technician to come fix it because they are still under contract and paying for their equipment. - "Why should I pay a tech when I'm still paying a premium each month to finance my equipment!" - " It's just like taking a loan for you car, though you are still paying the bank for it you still own the car and have to pay the mechanic when it needs to be fixed..." "That's BS I've NEVER agreed to that!" - "It's also under section 5 of your contract where it says that you agree to any technician fees that may arise to come fix your system" - "I don't remember EVER signing anything like that" - "I also have a copy of said signed contract right in front of me with your signature on it, would you like me to send you a copy via e-mail..." - "but... but..." 😰- "If you wish you can pay a little extra of 10$ a month for our premium service plan that includes free technician visits when needed..." I just quit today actually, I'm not enough of an a-hole to keep working at a job like this long time.
ROFLMAO. This is totally unrealistic, worked in call centers way too long, there isn't a customer out there that would just accept this. This would have ended up being escalated to a supervisor. I've had customers argue over a 2-3 cent discrepancy, because of a pro-rated bill that got changed on the last day of the billing cycle, and that is a valid charge. I'm assuming that Comcast, probably has this buried in the customers Terms & Conditions that they signed when they first enrolled, otherwise, they can't just raise the price whenever they feel like it. Have fun trying to explain to a customer that they agreed to this when they signed the agreement, lol.
In the second time also the customer was nicer at the beggining and of how she asked why the bill was increasing If you treat well its easier for agents to resolve the issue for you
I work for comcast going on five years (thank you for your prayers) and I've never ever heard a call like that. The way I look at it, when they hired me they said they wanted someone ethical and honest. I said are sure? So that is what they get, I tell people the truth (I can't believe they havent fired me, but I keep trying) many calls end with I hear "Honey you wont fukin believe this, I got a real person at comcast...." On that call I would say "You got to be kidding, how much they need? Lets take a look...good grief you already paying $275 a month for cable and internet! Holy smokes! Last month and next is $550 balance! I couldnt do that, lets see...4 boxs, get rid of those, buy your own modem, and cable? I cut my and I wish I would of done it years ago, I found I can fall asleep to netflix just as well as paying $200 a month of commercials. Just get the internet for your TV you have more then you could ever watch, trust me. And no commercials, you'll never watch cable again I can't IDK how people do it. That would take you to $80 a month! Everyone is doing it, do you still use 8 tracks? Buggy whip? Talk to a young person they'll tell you how it works. And you have outages all the time? Thats because all that money you pay don't go to maintain your network, all that money goes to buy new accounts, thats why its always going on and off, it will only get worse. No problem its been my pleasure now get out of here and thank you for choosing comcast ha ha!" And thats it, a co worker said "I dont care anymore I tell people the truth!" I said great idea I think I'll do that! lol. They want you to lie to people? Why they don't cut me in on the action so.... Cheers lol.
It's not just Netflix and TH-cam if you have a smart TV you can almost subscribe to every channel on cable plus several more you might not get. Hell one day by sheer curiosity I discovered an amazing FREE site called tubi that has a lot of great older movies,.TV shows and anime. Yes there are commercials but it's not the annoyingly intrusive kind in TV movies where your movie gets cut all to crap so hardee's can make your waist line as thick as their thick burger every 20 minutes
To the owner of this video: I would like your permission to use this video in a training activity. Would that be ok? If you are not the right party to grant that permission, could I please request you to point me in the right direction?
I had to file 2 complaints to the FCC over disputes with Comcast. From the very beginning over 4 years ago they were very confused. I closed on my home on March 15th, 2018, the next day I called comcast for the phone, internet and TV package. The next day comcast had my credit card cancelled, it took almost 2 hours on the phone with my credit card company. That Sunday I received my package. I couldn't set up the TV box, plugged it in there was no light. On the phone with a Comcast rep, she said we'll have you up and running, even 'though I told her it did not light up. 45 minutes later she says, "duh, it must be broken". For the next 3 days I couldn't even sigh into my account, they created an imaginary person with the same name as myself and used an old address of mine that I never gave them, sending my bill to an old address. They wanted me to pay extra for HD, I declined. Right now I would be paying over 30 dollars more a month for HD. I was able to get over 50 channels with an antenna all in HD. Comcast gets the same signal, but charges you a broadcast fee after they turn in into crap. Four years later, the present, I decided to cut the cord. I was paid up for the previous billing cycle. Everything was shut off except the internet. They wanted to charge me over $250 dollars for the next billing cycle, I have solid proof of this. This was the 2nd time I filed a complaint with the FCC, both times Comcast Headquarters agreed with me. After I returned in my TV box, 2 days later they send me some kind of TV streaming box, even thought I had no TV service, LOL The day before I told them I did not want or need it. The rep had multiple boxes of the same TV box on a shelf behind him, he said my order was being sent. I told him it was not my order, it was their order, he got angry and tossed the box on the shelf. When I eat at a restaurant the waitress doesn't' say, here's my order for you. I told the rep semantics does not work with me. So much for their lame excuse of the "computer is never wrong". BS. Now "I" have to return this TV box or be charges $120.00 dollars. They cannot take responsibility for their mistakes, only real men can do that. They got greedy, now they get nothing. I now have a phone and internet from T-Mobile, saving over $120.00 a month. No TV. If you do not want cable TV, T-Mobile is the way to go. I'm 73 years old and never had to deal with such a disgusting company like Comcast. Their BBB rating is 1 , only because you cannot enter a Zero. Update; Two weeks after cancelling my Comcast service TV+phone+ internet, I got 39 scam phone calls. and 3 - 5 scam calls since then. What they do not know is that I only use that number for family and friends. Before Comcast sold my phone number or whatever they did with it, I would only get on average 5 or 6 scam calls a year for the last 10 years. No one is going to tell me this is just a coincident.
Oh boy! Call Center job is not as easy as it seems especially with telco companies. It's a walk in a park, except you will be greeted by Tyrannosaurus and Pterodactyls.
good heavens!!!..have worked in comcast offshore philippines office for a year and a half.. this brings alot of insane and head bumping memories!!..comcast is a TOXIC account to work with mind you
Companies will always raise prices and from a business perspective that's a good thing. From a shareholder perspective, revenue can't stay stagnant once they've captured the entire market and have increased programming costs. However, honestly, they almost did better in the first round as opposed to the second. To start with, why can't our CRMs work with calls across the board yet? Zendesk Talk and other platforms should make it where the caller is identified upon pickup with information adjacent to the call is available so they can better personalize the call. Then again this is likely old, however, still asking for anything outside of "may I verify the user on the account that I'm speaking to" seems kinda redundant. That aside here's how I think it should have went. 1. Empathize with the customer and agree on the frustration with the higher bill (even if complaining over $3.50 on a 2yr contract plan seems hilarious); "Thanks for calling Comcast this evening. I totally get your frustration around the added charges. Just one moment here while I look a bit deeper into what's actually going on" 2. Break down the plan in question. "Thanks again for your patience here. Firstly, I see that you've been around with us for a year now which is great! While I continue looking into this is everything going great otherwise? While we appreciate your ongoing loyalty, we like to make the barrier of entry to our services a bit easier given you have to go through the trouble of switching from a competitor. So, as a result, pricing is a tad cheaper for the first year as we subsidize our plans a little bit for you. In this case, we want to give you the most cost savings possible so we partially subsidize the first entire half of your contract with us. While we don't have to do this, we think it makes moving in with Xfinity just that extra bit smoother." 3. Additional circumstances. "One other reason that your bill looks to have increased was due to the additional programming fees that some of our partners have imposed on us in addition to the additions we have had to make in capacity to support our new users. While it's never easy to raise our prices, the additional fees have forced us to pass down some of them on to you." 4. Cheap ways of compensation "Seeing bills increase is never fun. However, I'd love to see if there's any way if I could help short of actually lowering those charges for you. If you'd be interested, I'd be happy to provide you with a three month subscription to HBO on us. This would normally cost $15/mo. So, it's a $45 value. If you'd be interested in it just let me know and I'd be happy to apply it for you. 5. Thank them and empathize with them one more time. "Again, I really appreciate your understanding here. I know increases in charges are never fun and we frequently negotiate with the content providers that we work with to ensure your bills are as low as possible. If there's anything else that I can help you with today, please don't hesitate to let me know. Otherwise, thanks again for your loyalty and calling Comcast today. Have a great rest of your day"
She didn't brand the call at the end or ask for further assistance. Once the issue was resolved it would have been a great opportunity to pitch an upsell.
The first time it was not explained well enough why the price went up. As far as the customer is concerned nothing has changed but the price. However it's discovered using open ended questions that she does in fact benefit from paying the extra money. This was delivered in an orderly fashion rather than being put on hold and given a blunt answer using opinionated language 👍 hope that helps anyone confused
It makes me feel good you are still using my original training script (minus the third funny) after all these years. Good improvements with music and adding uno
I cancelled mine with no problem. When the customer service agent asked why I was canceling, I told her we were paying more and more for less and less. Comcast kept moving channels into a more expensive higher-tier package. I asked why the monthly price wasn't adjusted downwards since we were getting fewer and fewer channels. That question stopped her cold and she just went ahead and canceled.
My favorite is the hardware scams. I literally had a service guy steal my bought and paid for modem that worked fine and replaced it with one of theirs that sucked and they started charging me monthly for it. I contacted CS and they asked for proof that i owned the original modem. I sent them a scan of my receipt and they said it was too faded to read. it was faded because i had had it for a while, but not illegible at all. My OCR software picked it up fine even.
So did you get your modem back? I would have gone down to their office and not left until they either gave me back my old modem or paid for it at the full retail price.
I used to work in a call center. A guy was mad about his bill and told me he was going to jump off the Brooklyn Bridge. I said "We would hate to lose you as a customer sir".
He was probably asking you to do the jumping. I understand why you would have been confused about that seeing as though you worked in telemarketing
What a dick thing to say.
Customer service is telemarketing?
@@Niko-ys9iecustomer service is quite literally the opposite of telemarketing. As a former customer service rep we did not want people calling us and tried to get off the phone as fast as possible. That’s like the exact opposite of telemarketing
😂 That's funny as hell
"that's awesome" -said no Comcast customer ever
I've done when "got it cancelled" LOL
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Lmao
Is this a joke
That is not how that shit goes down
From working in a call center, I can confirm....customers are never like that. It would be more along the lines of " WHY THE F**** did yo stank a** company charge me 0.15 this month!!!"
Yes, but I can guarantee you Comcast is the complete opposite...
Facts they be rude asf
Hahahaha right, off shore? Near shore? Or the states?
The caller was more polite the second time round and ruder the first time, so not really an honest training video.
Kaylee B Not that rude, just hilarious.
She was more honest the first time... she bullsh*tted the customer the second time. lol
she was rude at first because she was put on hold for a sec..
Theres never an honest training video
She got triggered the minute she put her on hold xD
so you charge me for the extra free service that I am supposed to have, so is not free I am being charge more for your "free service" great thank you!!
She didn't ask the Customer " Is there anything else I can assist you with?" And she didn't finish the call by saying " Thank you for calling Comcast. Have a nice day."
The Catacombz yea 😂 she din say fk you 😂 how about u do that to yourself..
The Catacombz lmfao true!! I used to work as a customer representative, and we had to say these things 🤣😂
I work for comcast and we finish the calls by saying any question call 1800 xfinity or visit the website xfinity.com
The former is just a good idea but not required; the latter is. At least in my company.
Would you be willing to participate in a brief survey at the end of this call?
"Free" content the customer didn't ask for is the reason her bill increased. I don't feel like this response would go over well
And wasn't she already getting that free content before the prices went up?
This is a training video to teach Comcast customers how to behave on a call not their staff
Hahaha!
HA!
Lmao!
ONE HUNDRED PERCENT!!!
Shit why not? You people cant pay your bills. Sucks to be you
worked in a call center for 12.6 years, best way to get your issue resolved? be always nice to the agent, and most of the time they will do their best and find ways, and go the extra mile to help you out…
What I'm getting from this is: never speak the blunt truth. Give them padded fluff that confuses them into agreeing. All righty then!
JackOfAllRAIDs I had a hard time doing this as a technician when I worked there.
Yeah I used to always give them the truth and offer all possible solutions and self-service options but they just kept on being dicks.
Unfortunately, all this BS results from the fact that corporations are so greedy and put profits before honesty and integrity. This is the crap that exists today, and I ask where is the shame from these corporate douchebags? Believe me, I hate communism, but there are also many parts of capitalism that are extremely faulty.
Exactly because as soon as the customer hears what they don't like, they throw a tantrum.
hey kid want a job?
First employee is an actual human. Second employee is a shell of a human now dead inside.
Yeah, no customer service call goes like the second one, ever.
The answer she gave the first time was actually the truth lol about charging the customer more for the company to make the money back
The second answer was definitely shady af
"Have you been taking advantage of any of the free content we are offering?"
"Yeah, you are paying for it now, honey."
😂
Plot twist: this isnt training for the reps, its training for the customers
Ain't nobody going to satellite from cable lmfao
The caller was a whole different person the second time around
Because she had the customer service reps total attention instead of constantly being put on hold.. trust me I know I can tell when I don't have their attention. Former call center employee myself. Anna In Ohio.
@@buckeyedav1 my condolences lol congratulations on the FORMER part. I’m a former call center employee as well. Bank of America, Hughesnet, AT&T and the dreaded Comcast. Worst jobs I’ve ever had.
Of course it was. This is a training video for their customers, not employees.
You see, you are getting more, we just did not bother to ask before we decided to charge you or if you wanted more to begin with.
Haha! Awesome! Comcast fucking SUCKS!!!
And we don’t care if it’s content you want to watch. You should be so thankful we have it like it or not.
I just quit my call center job for a smart home company... One of the reasons was that I was sick and tired of bullsh*tting the customer. Actually I'm surprised I wasn't fired, a customer called one time having a problem with her system and she was still in the period that she could cancel the service and reverse the contract (Which she would be locked in for a few years), I saw that and then told her "I can send a tech for free because you are within 30 days of installation but are you aware that you will have to pay 200$ for any future technician visits after that?" - "What!? I did not know that, I don't agree to that! I want to cancel" - "I would be happy to transfer you to our customer loyalty team and they can help you with that" - "Yes, please! And thank you for letting me know. " - " You are very welcome, thank you for calling ____ , I'm transferring you now". 🤣 I did that only once, but it's hard if you are a person of morals to carry on such bullcrap.
@@Emanouche Right ,its why I could never work in sales . I tried a few of those MLM companies in my 20s and I always felt bad trying to convince people to spend their money haha.
Yeah, no....In the second example, the caller gave up too easily. Way too easily. Hahaha
Yeah no way that would work in real life unless the customer is really dumb.
Honestly the first scenario is much more realistic
So .. take the lollipop out of my mouth.. stop texting friends while asking for people's social... and make people feel false excitement about getting ripped off. GOT IT
I am so glad that I do not do that job anymore it was a nightmare although now I am nice to customer service people because I know that they want to bang their head on the desk.
Agree, same here... however you can't let them push you with the bull-crap they are trained to tell you as shown in the video. If I was the customer I would have been like "Nothing against you, I know you are trained to tell me that, but think about it, this is a bull-crap excuse. Can you do anything for me to lower the amount back down? If not I want to speak to a manager".
Agreed, I've seen the darkside from the rep side.
definitely depressing
Same! Can’t wait to get fire, clients are so rude and dumb! Lol literally it’s a nightmare
To be honest everytime my comcast bill goes up I just call them, imply that i will have to leave their service if I cant lower my bill (even though I have no intention of leaving and can easy afford the new price) and they always put me on some promotional 12 month package that was either the same price or cheaper than what I was paying before the price increase. So, I actually applaud their lack of caring because it means if I slightly inconvenience them by calling. It'll get me exactly what I want.
Thanks for telling me this. I am the ceo of comcast. Now I know.
Kidding.
Though you are correct with that because agents from the retention department or customer solutions needs to offer everything just to have a customer stay
lol, still doing this?
After awhile, EVERYONE becomes rep version #1.
Wtf it's 1 am. Why am I watching this and what am I doing with my life?
Doing this for living after a bad day 1 am as well
@@acermidasgiftsandcrafts lol
Your call is important to us, please continue to hold....
Because they cut my internet at 1 am.
1) What call center agent picks up a phone, as opposed to using a headset?
2) Some of these companies are known for taking customers who are trying to shed services to lower their bills
and instead try to sell them additional services. You need to be very firm and make it clear what YOU want.
Our rates increased because of the free content we offer you now!
So the free content is actually not free but costs you 4 dollar.
LOL
Haa.. good one.
perfumistaful ji
I am assuming the customer signed a contract agreeing to this beforehand, you know those documents that only lawyers actually know what the hell is in them. The Company would need this agreement, or they would open themselves up to a lawsuit.
Of course, have fun explaining that to a customer, they aren't going to be happy with that. No one knows that they are agreeing to random price hikes, anytime it suits the company. Part of the problem is that Comcast is the only cable company in many areas of the company, so they get away with this, since there is no competition to keep them honest and competitive on prices.
In other words, "we are giving you on demand and other services for free" but we are raising your rates to keep up with the technology??? The whole company needs to go to jail.
aakar88 rates go up, taxes go up, minimum wage goes up insurance goes up stop your bitching if you don’t like it then don’t have it everything goes up get used to it!
Food goes up, oil goes up. Everything goes up included your salary.
It's a basic economy knowledge.
@@andresMadrid7651 LOL salaries in America aren't going up. What drug are you on?
@@Aguililla_94 Minimum wage hasn't gone up in the US since 2009.
@@LinkRocks Shills
i work at comcast, tech support...
1st, we dont get a desk, we share a desk and we're not allowed to have any papers or personal stuff in it, only the computers.
2nd we are not allowed to have food, not even snacks or candy, only water or coffee.
3rd we are not allowed to put customers on hold for more than a minute, we are FORCED to maintain conversations even if the customer doesnt wants to speak or isnt in a mood, this is very stressful.
4th we CANNOT hang up, be rude or transfer without reason, this are reasons to get fired on the spot.
5th customers NEVER speak as clearly as here,,, there is always an awful sound quality, weird accents, they yell or talk like they just woke up.
6th we CANNOT talk amongst each other during calls.
you know these wer created as training videos...satirically showing right way and wrong way to talk to customers..funnny comments always on thsi video!!!
When I call I always hear a Indian on the line calling himself Bob.
Blake Steele when i transfer calls for upgrades of my customers directv box. i took them to the verification dept and the rep i talk to? was indian that his name was steven hahahaha i muted the phone and said what the fuck xD
Yea bro..! Most probably u will be taking to a engineering graduate paid less than 200$ a month , like I am now..!
BMK 👏🏻👏🏻👏🏻👏🏻
Its jim over here
Hey! I am an Indian too. My name is Alex. How may I help you today ?
wrong way to portray a customer LOL
Guess again.
😂😂😂
I have to agree. If it were a REAL customer she would still be whinning about how the bill is too high and would demand some credit.
Agreed
Thrasher987 isn’t just with Comcast. People become entitled brats when they are the customer. The whole idea of the customer always being right is misunderstood. It doesn’t give you the right as a customer to treat the employee like shit.
"Well you can afford it. You got money, right?"
Just a little tidbit, when you call in screaming, plz try and remember that the person on the line you waited 30 minutes to speak to did nothing to you and wants to help you, but when you’re screaming and yelling right off the bat, it’s very difficult to get anything accomplished whatsoever. You get more help if you’re kind. Frustrated is ok. The agent gets it. But think of how your own brain works when someone is screaming at you, and then consider the fact that upon answering your call, the rep only knows whether you’re calling for billing or for repair. It’s very difficult to help someone when they acting belligerent and yelling at the top of their lungs.
It’s truly amazing how people take it out on the csrs
Pls listen to OP. I am a call center agent and it’s been the worst the last 6 months. People are getting meaner and meaner but expect us to bend over backwards to help when you’re literally screaming in our ears and calling us names. Just be civilized and we’ll help you without hassle. You make it harder for yourself and us.
I'm so happy to be out of that business. Once I left, I swore i would never take a phone job ever again.
They keep raising prices consistently, making it not even worth the price.
And new customers get deals while loyal ,long term customers get the rate increases . Unfortunately ,Comcast/Xfinity is still the only company w internet speeds fast enough for me, especially now working remotely due to C@VID 😒
She forgot to plug discounts, customer surveys, ask to update information, ask if the customer needed additional assistance or ask for a number in case they get disconnected. Their "right" way would have failed the quality assurance checklist. There are certain aspects of the list that it doesn't matter how the call went, you automatically fail the call if you do not do these things. Their right way would have failed where I work.
You work for AT&T
Also that's a guy customer service agent
@@jmjn916 I work for comcast and that call doesn’t meet the standards that we have. There’s a lot of key words we have to mention and we also have to ask the customer if they need anything else because if they do and we don’t ask, then they will probably call back and if they do, that affects our metrics.
Also did she follow the script? Because if she paraphrased even one word of the script that's at least 10 points off.
I wish that my cable bill was only $18.
Still waiting for the "hilarious" part
Colin Alston it was in the beginning when she was texting n putting caller on hold to talk 2 coworker about hanging out. N eating a lollipop
It's only hilarious if you work in a call center. customers don't talk like that and neither do the phone reps. the right and wrong ways here are both hilarious but its a dry ironic humor
Its funny because its so awkward and unrealistic
Even if you do, as long as the customer doesn't hear you, who cares? Management usually doesn't. Just make sure you are muting physically the mic so that management can't record you. You gotta do what you gotta do to stay sane at this kind of job. You're gonna put me on a micro-management tight leash and have me bullsh*t angry customer all day long for 12 lousy bucks a hour, damn straight I have my right to candy and sh*t talking between calls with a co-worker! 😂
Yeah, I agree. That’s was f*cking stupid.
The joke here is getting to talk to a live agent.
I like how the customers attitude change too. Need to be the same attitude with the right way to handle it
its not free content if u hav to pay for it
How to make the customer feel good about getting corn holed.
yeah that still doesn't stop the amt going up and even the cx talked differently when she "called in " the second time around and so easily accepted the answers why the price went up because she could take advantage of free services not
3:51 A real customer would scream "Do you think I am stupid? I didn't ask for more shitty services! Give me a refund!"
I’m surprised the caller didn’t say “YOU GUYS RAISED MY RATES!!!”
They wouldn't get so many complaints if they would just stop raising their rates on everyone.
They pay people to apologize why would they care if it works
Lost me as a customer after the soaring rates and the game of switcheroo with the channels.
lol I got fired from Comcast in Nashville Tennessee for hanging up on customers....It was worth it!!!
ascorpio07 yassssss
ascorpio07 how did you get caught?
ascorpio07 that’s fucked up.
You could have written in the memos the you just hung up by mistake. Then, you could have just attemp to call back. Pretending to reach the cust. Back
Patrick Arredon They Monitor the calls...If they notice a pattern with your calls they’ll look you up...They have the ability to go back and listen to any call you have taken....
I can see why comcast employees treat people like shit the pressure they have on them must be unbearable I mean it looks like a shitty place to work I wonder if they even let employees talk to each other.
They force you to do sales in comcast too. I was on the tech support campaign so maybe billing agents at comcast don't have to sell?
TheCopyto Oh Ok. It is true that it changes literally every month. I quit like 6 months ago and my ex coworkers are all in a broader campaign now so who knows hehe.
I work for Comcast right now, they do let us talk to each other as long as we make the calls and they still force clients to buy things that they don't need for a higher price... I honestly don't know how are the Comcast services since in Puerto Rico we don't have them, but every time I sell something to a customer I hope to God they get the best for what they're paying.
Also, I don't know how the system works in the U.S. but where I work if you treat a client as shit you get fired sooo fast. The only reason I'm still working in the company is because at least they pay $8 an hour, bit the people that call sometimes are so rude... All I want is to help them the best I can do that I can continue with my life but the majority of time if I don't say a word right they rapidly scream for a supervisor because I'm not helping them right... I'm just a person who speaks two languages and in order to give you my best service I have to translate everything in my head.
Victor Marquez Naw I worked for both ATT and Comcast I worked in billing for both and they both make you sale.
why the hell would you want Comcast anyways. Shit is riddle with backdoors and blackouts. They are 10 years behind the times.
The first Alison was more honest lmao
I hate that whole "oh you were charged two extra dollars I am so deeply sorry!" crap.
At my place they tell us to never apologize for anything the company does in our training lol
I have been a comcast customer for over 8 years now, always good internet service. I had always a friendly customer services and always helpful getting me what I need. It is all boils down on how you want to treat your provider of service and goods.
Good internet service? Bullshit. Download, ok...that is good... but the upload speeds deserve a class action lawsuit requiring them to increase them immediately. They have installed the DOCSIS 3.1 tech, they just refuse to increase the upload speeds because 'no one needs more than 35 Mbps'... which is complete BS for anyone who ever tried to perform a backup to the Cloud.
Comcast sucks more than a hooker on Nickel Night.
Every time I call Comcast, I get the first type of person.
I would love if we could skip the customer service line and just talk to one of the technicians. The technicians know what they are talking about.
Pretty sure they have a set script to read based on customer complaint.
Most likely they put you on hold till they forget about you,!😣😣😣😣😣Or get annoyed for waiting to long,.....
I like the first one tbh
What I find disturbing about Comcast and rates that get raised is the they normally sign you for a multi-year contract. And in my book that means that once you are in that contract, they should not be allowed to raise the rates, unless they change the contract. It's just poor business practice to stiff a customer for 5-15 dollars more on their contract because "they had to raise the rates". That's part of doing business.
Have you read your agreement?
As a former Comcast employer we dealt with this call a lot....If you read your agreement somewhere on there it says Equipment Taxes and Fees are subject to change at anytime during your promotion/contract No one reads that agreement
That's how they get you, people need to read their contracts... I worked for a smart home company and their crappy system breaks all the time, then customers are always surprised that they have to pay for a technician to come fix it because they are still under contract and paying for their equipment. - "Why should I pay a tech when I'm still paying a premium each month to finance my equipment!" - " It's just like taking a loan for you car, though you are still paying the bank for it you still own the car and have to pay the mechanic when it needs to be fixed..." "That's BS I've NEVER agreed to that!" - "It's also under section 5 of your contract where it says that you agree to any technician fees that may arise to come fix your system" - "I don't remember EVER signing anything like that" - "I also have a copy of said signed contract right in front of me with your signature on it, would you like me to send you a copy via e-mail..." - "but... but..." 😰- "If you wish you can pay a little extra of 10$ a month for our premium service plan that includes free technician visits when needed..." I just quit today actually, I'm not enough of an a-hole to keep working at a job like this long time.
ROFLMAO. This is totally unrealistic, worked in call centers way too long, there isn't a customer out there that would just accept this. This would have ended up being escalated to a supervisor. I've had customers argue over a 2-3 cent discrepancy, because of a pro-rated bill that got changed on the last day of the billing cycle, and that is a valid charge.
I'm assuming that Comcast, probably has this buried in the customers Terms & Conditions that they signed when they first enrolled, otherwise, they can't just raise the price whenever they feel like it. Have fun trying to explain to a customer that they agreed to this when they signed the agreement, lol.
you'd wish it's that easy
Billy Baggayan I know they always keep on asking for credit
In the second time also the customer was nicer at the beggining and of how she asked why the bill was increasing
If you treat well its easier for agents to resolve the issue for you
I work for comcast going on five years (thank you for your prayers) and I've never ever heard a call like that. The way I look at it, when they hired me they said they wanted someone ethical and honest. I said are sure? So that is what they get, I tell people the truth (I can't believe they havent fired me, but I keep trying) many calls end with I hear "Honey you wont fukin believe this, I got a real person at comcast...." On that call I would say "You got to be kidding, how much they need? Lets take a look...good grief you already paying $275 a month for cable and internet! Holy smokes! Last month and next is $550 balance! I couldnt do that, lets see...4 boxs, get rid of those, buy your own modem, and cable? I cut my and I wish I would of done it years ago, I found I can fall asleep to netflix just as well as paying $200 a month of commercials. Just get the internet for your TV you have more then you could ever watch, trust me. And no commercials, you'll never watch cable again I can't IDK how people do it. That would take you to $80 a month! Everyone is doing it, do you still use 8 tracks? Buggy whip? Talk to a young person they'll tell you how it works. And you have outages all the time? Thats because all that money you pay don't go to maintain your network, all that money goes to buy new accounts, thats why its always going on and off, it will only get worse. No problem its been my pleasure now get out of here and thank you for choosing comcast ha ha!" And thats it, a co worker said "I dont care anymore I tell people the truth!" I said great idea I think I'll do that! lol. They want you to lie to people? Why they don't cut me in on the action so.... Cheers lol.
It's not just Netflix and TH-cam if you have a smart TV you can almost subscribe to every channel on cable plus several more you might not get. Hell one day by sheer curiosity I discovered an amazing FREE site called tubi that has a lot of great older movies,.TV shows and anime. Yes there are commercials but it's not the annoyingly intrusive kind in TV movies where your movie gets cut all to crap so hardee's can make your waist line as thick as their thick burger every 20 minutes
Haha that's actually your personality they like❣
@@wendyokoopa7048 thank you for introducing me to TUBI too❣😭
So remember, when dealing with a customer, there’s the wrong way and then there’s the Comcast wrong way!
This big telecommunications companies push for services that you don't want, and they there are no simple internet companies available.
To the owner of this video: I would like your permission to use this video in a training activity. Would that be ok? If you are not the right party to grant that permission, could I please request you to point me in the right direction?
How come when I call I always get an Indian?
outsourcing for cheeper, duh.
not an excuse, trust me its incredibly horrible and one of the downfalls of both economy and service.
me too 😂😂
way chaper
yah lets out source to people that do not speak English very well at all and cant be understood
moment i hear that accent....my hopes of my problems being solved....tanks
"Oh you signed me up for services I didn't ask for and now I'm paying for it, Awesome!"
I had to file 2 complaints to the FCC over disputes with Comcast. From the very beginning over 4 years ago they were very confused. I closed on my home on March 15th, 2018, the next day I called comcast for the phone, internet and TV package. The next day comcast had my credit card cancelled, it took almost 2 hours on the phone with my credit card company. That Sunday I received my package. I couldn't set up the TV box, plugged it in there was no light. On the phone with a Comcast rep, she said we'll have you up and running, even 'though I told her it did not light up. 45 minutes later she says, "duh, it must be broken". For the next 3 days I couldn't even sigh into my account, they created an imaginary person with the same name as myself and used an old address of mine that I never gave them, sending my bill to an old address. They wanted me to pay extra for HD, I declined. Right now I would be paying over 30 dollars more a month for HD. I was able to get over 50 channels with an antenna all in HD. Comcast gets the same signal, but charges you a broadcast fee after they turn in into crap.
Four years later, the present, I decided to cut the cord. I was paid up for the previous billing cycle. Everything was shut off except the internet. They wanted to charge me over $250 dollars for the next billing cycle, I have solid proof of this. This was the 2nd time I filed a complaint with the FCC, both times Comcast Headquarters agreed with me. After I returned in my TV box, 2 days later they send me some kind of TV streaming box, even thought I had no TV service, LOL The day before I told them I did not want or need it. The rep had multiple boxes of the same TV box on a shelf behind him, he said my order was being sent. I told him it was not my order, it was their order, he got angry and tossed the box on the shelf. When I eat at a restaurant the waitress doesn't' say, here's my order for you. I told the rep semantics does not work with me.
So much for their lame excuse of the "computer is never wrong". BS. Now "I" have to return this TV box or be charges $120.00 dollars. They cannot take responsibility for their mistakes, only real men can do that. They got greedy, now they get nothing.
I now have a phone and internet from T-Mobile, saving over $120.00 a month. No TV. If you do not want cable TV, T-Mobile is the way to go.
I'm 73 years old and never had to deal with such a disgusting company like Comcast. Their BBB rating is 1 , only because you cannot enter a Zero.
Update;
Two weeks after cancelling my Comcast service TV+phone+ internet, I got 39 scam phone calls. and 3 - 5 scam calls since then. What they do not know is that I only use that number for family and friends. Before Comcast sold my phone number or whatever they did with it, I would only get on average 5 or 6 scam calls a year for the last 10 years. No one is going to tell me this is just a coincident.
Can you give me just a minute to comment that I just came from a ytp?
In the end she never asked if there is anything more she could help with and she never thanked the customer for calling Comcast.
Did I really wait the whole video out for there to be some type of meme and there was none ....
I don’t understand how Comcast can enforce a contract on the customer’s end when they do not have to do the same on theirs.
They do read your contract
Oh boy! Call Center job is not as easy as it seems especially with telco companies. It's a walk in a park, except you will be greeted by Tyrannosaurus and Pterodactyls.
This is some of the best rule 34 I've ever seen
Rule 35 is better though
Nope they nailed it all
Comcast employees look exactly like that.
Who else was brought here by The TH-cam Pooper?
good heavens!!!..have worked in comcast offshore philippines office for a year and a half.. this brings alot of insane and head bumping memories!!..comcast is a TOXIC account to work with mind you
she would be a perfect representation of a government worker LMAO
"If you aren't satisfied with our service, go somewhere else!"
Well..that’s not how my customers react when i explains thing to them the same way that agent explains it. 😂😏
The applause at the end seems a bit unnecessary lmao
Companies will always raise prices and from a business perspective that's a good thing. From a shareholder perspective, revenue can't stay stagnant once they've captured the entire market and have increased programming costs.
However, honestly, they almost did better in the first round as opposed to the second.
To start with, why can't our CRMs work with calls across the board yet? Zendesk Talk and other platforms should make it where the caller is identified upon pickup with information adjacent to the call is available so they can better personalize the call. Then again this is likely old, however, still asking for anything outside of "may I verify the user on the account that I'm speaking to" seems kinda redundant.
That aside here's how I think it should have went.
1. Empathize with the customer and agree on the frustration with the higher bill (even if complaining over $3.50 on a 2yr contract plan seems hilarious); "Thanks for calling Comcast this evening. I totally get your frustration around the added charges. Just one moment here while I look a bit deeper into what's actually going on"
2. Break down the plan in question. "Thanks again for your patience here. Firstly, I see that you've been around with us for a year now which is great! While I continue looking into this is everything going great otherwise? While we appreciate your ongoing loyalty, we like to make the barrier of entry to our services a bit easier given you have to go through the trouble of switching from a competitor. So, as a result, pricing is a tad cheaper for the first year as we subsidize our plans a little bit for you. In this case, we want to give you the most cost savings possible so we partially subsidize the first entire half of your contract with us. While we don't have to do this, we think it makes moving in with Xfinity just that extra bit smoother."
3. Additional circumstances. "One other reason that your bill looks to have increased was due to the additional programming fees that some of our partners have imposed on us in addition to the additions we have had to make in capacity to support our new users. While it's never easy to raise our prices, the additional fees have forced us to pass down some of them on to you."
4. Cheap ways of compensation
"Seeing bills increase is never fun. However, I'd love to see if there's any way if I could help short of actually lowering those charges for you. If you'd be interested, I'd be happy to provide you with a three month subscription to HBO on us. This would normally cost $15/mo. So, it's a $45 value. If you'd be interested in it just let me know and I'd be happy to apply it for you.
5. Thank them and empathize with them one more time.
"Again, I really appreciate your understanding here. I know increases in charges are never fun and we frequently negotiate with the content providers that we work with to ensure your bills are as low as possible. If there's anything else that I can help you with today, please don't hesitate to let me know. Otherwise, thanks again for your loyalty and calling Comcast today.
Have a great rest of your day"
The first one was more honest, the second one was more polite.
She didn't brand the call at the end or ask for further assistance. Once the issue was resolved it would have been a great opportunity to pitch an upsell.
The first time it was not explained well enough why the price went up. As far as the customer is concerned nothing has changed but the price. However it's discovered using open ended questions that she does in fact benefit from paying the extra money. This was delivered in an orderly fashion rather than being put on hold and given a blunt answer using opinionated language 👍 hope that helps anyone confused
I work in a call center and this is not how it works. Hahahahahaha
It makes me feel good you are still using my original training script (minus the third funny) after all these years. Good improvements with music and adding uno
You are the king of csr s
It’s pat from SNL 🤷🏻♀️
Omg 😂
Naw. It's more like Marshall Applewhite
I’ve fallen down the hole of customer service videos
She will have a hard time canceling comcast anyway LMAO
I cancelled mine with no problem. When the customer service agent asked why I was canceling, I told her we were paying more and more for less and less. Comcast kept moving channels into a more expensive higher-tier package. I asked why the monthly price wasn't adjusted downwards since we were getting fewer and fewer channels. That question stopped her cold and she just went ahead and canceled.
Was she trying to text on a tape recorder?
She is not following the S4 guidelines
Fernando Bernatte Only People that worked at Comcast will know what that is lol
You got that right
No SSO options either
Now is S4X
True haha
Man I do the wrong way on every call 🥴
You do not ask "how can I help you?" You ask "How may I help you?"
This isn’t just any HD box, but a magical HBO Box.
🙄🙄🤦🏻♀️🤦🏻♀️🤭🤭😂😂
What the hell? She didn’t even fix the customer’s bill and they are still happy!
My favorite is the hardware scams. I literally had a service guy steal my bought and paid for modem that worked fine and replaced it with one of theirs that sucked and they started charging me monthly for it. I contacted CS and they asked for proof that i owned the original modem. I sent them a scan of my receipt and they said it was too faded to read. it was faded because i had had it for a while, but not illegible at all. My OCR software picked it up fine even.
So did you get your modem back? I would have gone down to their office and not left until they either gave me back my old modem or paid for it at the full retail price.
Comcast blows!
What an informative and well-researched comment with so many intellectual points.
you alright mate
Bet he has the Internet service tho.... hypocrite.
Poor Allison, having to give the bs about value... then the dishonest depiction of the customer's lack of a rebuttal.
She's lucky my comcast bill went up 100
I guess 200.00 a month is considered free now
I could get hulu, disney+ , Netflix, HBO max and TH-cam TV for about 40% of the cost of comcast.
"We raise your bill because we're investing in useless *free* services"
well, yeah, this sounds about Comcast.... So very grateful not to have to use their services anymore.