You’ve probably heard the audio by now — eight excruciating minutes of back-and-forth between a Comcast customer who wants to cancel his service without giving a reason, and the customer service rep who digs for one nonstop. If not, take a listen:
How Comcast Sets Its Customer Service Reps Up to Fail
And why it’s “reprehensible,” for both employees and customers.
July 18, 2014
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New!
HBR Learning
Customer Focus Course
Accelerate your career with Harvard ManageMentor®. HBR Learning’s online leadership training helps you hone your skills with courses like Customer Focus. Earn badges to share on LinkedIn and your resume. Access more than 40 courses trusted by Fortune 500 companies.
Learn how to keep your customers—and their most important needs—front and center.