Stepping Up Service: Dissecting the Comcast Retention Call


A customer of one of the largest internet providers in the nation tried to have their service disconnected… and in the process had a very frustrating “retention call” experience that he then recorded and posted for the whole Internet to hear. Alan and Ed discuss this infamous call, and point out some of the more interesting phrases used by the retention agent and why they should be avoided. Along with this discussion, Alan and Ed share their “Customer Service Stories of the Month”… and just as a heads up, all of this month’s stories are about bad experiences!

Ed Gagnon is the President of Customer Service Solutions, helping organizations develop long-term relationships with their clients and partnering with them to meet their core customer service needs. Learn more about Customer Service Solutions at

Alan Jackson is President of The Jackson Group, a survey and consulting firm specializing in employee engagement surveys, patient satisfaction surveys, market research studies and leadership development. Learn more about The Jackson Group at

This episode is sponsored by the Greater Hickory Kia Classic at Rock Barn Golf & Spa in Conover, NC. For tickets and additional information go to

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