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If you need help with something during a call – there are certain actions that a manager has to approve – you have to put the customer on hold, and sometimes it takes a while.
You have to stay on the phones, you definitely can’t hang up. We have sales goals and incentives, and I try, but I don’t know if I’ll be there long enough to get promoted anyway. A lot of times it’s an hour or two off the phone during work.
And a lot of times people are screaming at us when we have no control over what’s happening. We’re grown-ups, but it feels like we’re being treated like children. I won something small once but then had to pay taxes on it anyway. How involved is upper management in your day-to-day?
In March, Comcast announced that in order to improve its customer service – which the company’s own CEO called “embarrassing” – it would be tripling the size of its social media team to try to solve problems online.
But the country’s largest cable company can’t solve everything via Twitter.
We want to keep customers, but if someone says they want to leave, I don’t personally care.
The one call that went viral [last summer], I don’t even know how that would happen; that’s just not how the conversation goes down when a customer wants to cancel.