Want to leave comcast?

[silicon_toad2000]

http://www.theregister.co.uk/2014/07/15/comcast_very_embarrassed_by_staffer_who_was_doing_his_job/

Ryan Block, a VP of product at AOL and a former tech blogger, was moving home and taking the opportunity to scrap his Comcast service after nine years. The only problem was that the customer service representative wouldn't take no for an answer for nearly 20 minutes on the phone.

Block recorded the last eight or so minutes of the call, and it's well worth a listen. He repeatedly asks to have the service cancelled – but the Comcast representative will not let up on questioning why Block wished to leave the broadband service.

[GhostShip]

It beggars belief that anyone would behave in this way to a customer, if this is standard practice in some organisations its simply an indicator of how far they have detached themselves from reality, such detachment unfortunately will lead to a fall from grace and the eventual loss of custom.

[silicon_toad2000]

I'm sure the guys been told he needs to do his best to find out why people are leaving and he'd be measured on his performance of that metric.
The more times he's able to get that reason, the better his KPI is and the more money and praise he gets from management. (until this call was made public that is).
When we break peoples roles up into little bits and measure them onj some of them, but not others, it just makes everything wrong.