Our customer service isn’t customer service; it’s sales

“Out of every 100 calls, you have to have at least two sales,” says Beau, a Comcast representative. “If someone calls about their bill, I have to try to upsell them something. If you don’t do that, you get coached on it, and if you get coached too much, you get fired. Our customer service isn’t customer service; it’s sales.”That’s like if a car mechanic was also a used car salesman. And there was a law saying he wasn’t allowed to make any money off his car repairs.

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