I don’t usually blog two days in a row, but for poor Comcast, I’ve made an exception.
Slip on over to Fast Company and read about the most terrible bit of storytelling since Spiderman 3 hit us with that dance sequence.
When someone wants to cancel a contract or service, yes, by all means, ask if there’s anything you can do to help change their mind.
Once. Not for twenty minutes.
This is a serious case of narrative fail. Customer service reps have to be able to understand the customer’s desires, interpret mood and motivation. They have to tell the right story in response. Social intelligence, just as we discussed before.
I’m inclined to think this will go viral, especially since the recording is so easily shared via Soundcloud. But if nothing else, said recording certainly is instructive.