I hope the quick action you take is a thorough evaluation of your culture and policies, and not the termination of the rep.
— Ryan Block, AOL executive who tried to cancel his Comcast cable service but was questioned aggressively by a customer-service representative about why. Why is that what you want to do?… Why don t you want something that works? the rep asked, and repeatedly asked the same question in different ways. Block s recording of part of the conversation has gone viral, prompting an apology from Comcast. In a statement, Comcast said it was embarrassed, and that the rep s behavior was unacceptable.
Photo from Associated Press archives
