Every company wants its customers to stay and keep using its services, but it seems Comcast Corporation (NASDAQ:CMCSA) went too far for that, resulting in utter humiliation in media these days. A phone operator of Comcast Corporation (NASDAQ:CMCSA) received a call from a customer who wanted to end his account because Comcast was too slow for him. But the response from the operator was flabbergasting. He talked with the customer in a very harsh tone and made fun of him. Ryan Block, the customer who was calling and his wife, Veronica Belmont, posted a partial part of this call on the internet which went viral within hours. On Tuesday, the cable company apologized to Ryan Block and Veronica Belmont.
Discussing this issue in a program on Fox Bussiness, Former Obama campaign aide, Mark Hannah, Black Rock Group Senior Director, Lisa Boothe, and ProfitableTrading.com Senior Strategist, Jared Levy, said that Comcast Corporation (NASDAQ:CMCSA) is solely responsible for this and they need to craft their customer relations strategy in a new way.
Levy said that companies hire customer service representatives so that they can retain the customers, but the Comcast representative was too direct and harsh and people like him get fired and most likely, Comcast Corporation (NASDAQ:CMCSA)will take an action against him. Mark Hannah said that this audio leak can effect Comcast sales and image very badly.
“This is a PR disaster of the first order, and it couldn’t happen at a worst time for Comcast Corporation (NASDAQ:CMCSA), because as you know, as our viewers know, there are a lot of regulators right now looking at a proposed merger between Comcast Corporation (NASDAQ:CMCSA) and Time Warner Cable Inc(NYSE:TWC), and I think this viral sort of audio clip that’s been going on the internet is gonna bring a lot of scrutiny to whether, you know, the kind of consolidation that these cable companies have in the market place is really serving customers well […]” said Hannah.