The quality checklist for call agents at Comcast's account retention desk is fascinating because so much of what's highlighted is just what you'd want customer service folk to do — except for the lack of any way to get out of your Comcast service if that's what you really want to accomplish.
The Handbook Comcast Employees Use to Keep You From Leaving
A few weeks ago, the Comcast call heard ’round the world sent the internet into a cable-call-center-hating frenzy—and for good reason! But customers aren’t the only victims here; even Comcast itself said the so-called “rep from hell” was just following orders. And now, thanks to a copy secured by The Verge, we know exactly what those orders are.
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I wonder if you were to inform them that this call is being recorded for quality assurance purposes, and then demanded no hassle cancelation on pain of Internet humiliation, if you'd get different treatment.
+Gary Roth Unfortunately, for the folk on the other end of the line, all the incentive (or lack of disincentive) is to keep your account active if at all possible — and, if not, to be able to demonstrate how they tried everything. Any change will have to come from up the food chain.