It's now been two weeks since AOL executive and former Comcast subscriber Ryan Block published a recording of his insane dialogue with an overly persistent customer service representative, and we finally have the memo that the company sent out immediately afterward.
"Recently, an unfavorable phone call into Comcast has been circulating on the Internet," the memo says. "If you receive a call from the media regarding this incident, please refer to the Media Inquiry Policy to transfer them to your local media contact."
SPECIAL BULLETIN: Customer Interaction Policy Reminder
Comcast is committed to delivering outstanding service to each and every customer. It is our goal to ensure that each customer with whom we interact has a quality experience.
Each encounter we have with the customer defines Comcast in that particular customer’s eyes. Favorable interactions yield favorable impressions and unfavorable interactions yield unfavorable, or negative, impressions of the Company.
Therefore, we require that all employees refrain from any form of rude, inappropriate or unprofessional behavior. Please remember to treat all customers with the utmost respect.
Recently, an unfavorable phone call into Comcast has been circulating on the Internet.
Our Senior Vice President of Customer Experience for Comcast Cable posted the following apology on our company’s website - Comcast Voices blog and spoke directly to the customers.
Please read the statement below to customers for this particular call.
"We are very embarrassed by the way our employee spoke with Mr. Block and Ms. Belmont and are contacting them to personally apologize. The way in which our representative communicated with them is unacceptable and not consistent with how we train our customer service representatives. We are investigating this situation and will take quick action. While the overwhelming majority of our employees work very hard to do the right thing every day, we are using this very unfortunate experience to reinforce how important it is to always treat our customers with the utmost respect."
If you receive a call from the media regarding this incident, please refer to the Media Inquiry Policy to transfer them to your local media contact.
For more information about the Customer Interaction/Interface Policy, please view your Employee Handbook in the HR/Benefits section on TeamComcast. Note, this policy may be visible to internal employees only. All others should review their local policies or speak to their training teams for more information on acceptable customer interactions.
Luckily for the Comcast Confessions series, employees appear to be ignoring the memo.
Disclosure: Comcast Ventures is an investor in Vox Media, The Verge's parent company.