康卡斯特计划重新审视它试图阻止订阅者退出服务的方式，上周一个与一个客户的噩梦般的电话在网上疯传，引起了大量批评。这段通话录音包括康卡斯特称之为“留任”的代理人试图说服客户放弃离开的8分钟，康卡斯特现在承认，这种咄咄逼人的行为大部分是自己的错。”这通电话的代理人做了很多我们训练他的工作，并付钱给他……让他去做，”康卡斯特首席运营官戴夫·沃森在一封内部信件中写道，这封信于周一上午发表，泄露给消费主义者，并经Ars Technica核实。

“我们受到批评，我并不感到意外。”

正如Verge的Adrianne Jeffries上周报道的那样，这位经纪人惊人的固执与康卡斯特激励这些员工的方式是一致的——即，他们的薪酬取决于他们失去了多少客户，以及有多少客户不肯离开。康卡斯特在其内部信件中没有明确说明它将采取什么措施来防止今后出现这种情况，当然也不会完全结束“保留”做法——“他试图挽救一位客户，这一点很重要，”沃森写道。

但沃森确实表示，将检查如何进行保留呼叫。”沃森写道：“我们将回顾我们的培训计划，更新我们的经理对质量的指导，我们将研究我们的激励措施，以确保我们奖励员工的正确行为。”我们可以，也将做得更好。“最后一个项目，回顾康卡斯特如何激励其留任员工，很可能是一个关键的问题，要解决之前的态度，如上周的电话中所显示的消失，显然康卡斯特知道有一个问题：“这是痛苦的听这个电话，”沃森写道，“我们因此受到批评，我并不感到惊讶。”

你可以通过消费主义阅读下面的完整备忘录。

A Message From Dave Watson, July 21, 2014

You probably know that there has been a fair amount of media attention about a recording of a phone call between one of our Customer Account Executives (CAEs) and a Comcast customer. The call went viral on social media and generated news headlines. We have apologized to the customer privately and publicly on Comcast Voices, making it clear that we are embarrassed by the tone of the call and the lack of sensitivity to the customer’s desire to discontinue service.

I’d like to give you my thoughts on the situation.

First, let me say that while I regret that this incident occurred, the experience that this customer had is not representative of the good work that our employees are doing. We have tens of thousands of incredibly talented and passionate people interacting with our customers every day, who are respectful, courteous and resourceful.

That said, it was painful to listen to this call, and I am not surprised that we have been criticized for it. Respecting our customers is fundamental, and we fell short in this instance. I know these Retention calls are tough, and I have tremendous admiration for our Retention professionals, who make it easy for customers to choose to stay with Comcast. We have a Retention queue because we believe in our products, and because we offer a great value when customers have the right facts to choose the package that works best for them. If a customer is not fully aware of what the product offers, we ask the Retention agent to educate the customer and work with them to find the right solution.

The agent on this call did a lot of what we trained him and paid him — and thousands of other Retention agents — to do. He tried to save a customer, and that’s important, but the act of saving a customer must always be handled with the utmost respect. This situation has caused us to reexamine how we do some things to make sure that each and every one of us — from leadership to the front line — understands the balance between selling and listening. And that a great sales organization always listens to the customer, first and foremost.

When the company has moments like these, we use them as an opportunity to get better, and that’s what we’re going to do. We will review our training programs, we will refresh our manager on coaching for quality, and we will take a look at our incentives to ensure we are rewarding employees for the right behaviors. We can, and will, do better.

Thank you for your support, and many thanks to the thousands of exceptional employees all around the country who work so hard to deliver a great customer experience every day. I am confident that together we will continue to improve the experience, one customer at a time.

Dave Watson Chief Operating Officer, Comcast Cable