Thursday, February 27, 2014

Dear Comcast...

Dear Comcast HR Department,

After spending approximately two months dealing with the transfer of my mom’s telephone, cable and internet service from one address to another just a few blocks away it suddenly dawned on me how highly qualified I have become in most aspects of what I would consider to be excellent job qualifications for an employee in, actually, most departments of your company! 

Having spent untold hours on the phone with your representatives in divisions like customer service, billing, technical support and now even online chat support I don’t think you could find a more capable prospect to start immediately in any of the aforementioned departments.

I would like to share with you some of my skills and attributes that I feel would make me the best candidate for your company.

First of all, I don’t have any idea what I am talking about when it comes to helping a customer who has called in with a simple request to have her (or his) phone service transferred from one address to another, a mere three blocks away.  This has stood out to me as one of the top requirements that you must use in determining whom you employ, and I can promise you that you won’t go wrong selecting me to work in any of those fields.  At this point I do feel, after spending two months on the phone with various departments, that I now know more than what I probably should about the way your company works.  I hope you will not see this as a negative when considering me for one of your job openings.

I also bring to the table the ability to pretend that I am listening and understanding what the customer is explaining.  I'm sure I can keep the customer engaged while offering hope (albeit false hope) that I will be the last person they need to speak with in order to have their phone service reinstated.  To top it off, I am not a particularly good reader, so even though there may be copious notes already in the client record about what has transpired to date, I promise I will not read any of them so the customer has the opportunity to explain it to me again (and again and again). 

I do, however, write well, so I guarantee I will do an excellent job recording what the customer is saying, and of course I will use ALL CAPS when emphasis is needed to convey anger, frustration and near hysteria on the part of the client.  

Because I also have an inordinate gift of gab I feel I will be able to keep the customer on the phone for much more than thirty minutes at a time.  I know this is critical to you as an employer because the customers have the option of taking an automated survey on the support received after the call is finished. 

If the problem is not resolved within thirty minutes I know they will receive the survey call while still on the phone with me (as I did with them) and will not be able to share their experience. What a great way to avoid negative feedback. 

I realize this is also a very coveted skill required to be considered for employment.  The teams I dealt with did an excellent job as I personally never got to answer a single automated survey call because of being on the phone for 45 to 75 minutes every time I contacted any department.  I could hear the call beeping in while chatting with a CSR, and I think I may even have that 800 number memorized now.  Unfortunately, I never got to complete a survey as I was always STILL on the phone with one of your employees.  This is probably the only area in which I will need some supplemental training.

Another skill I have that qualifies me to be an excellent employee is the fact that I speak two additional languages, French and Spanish, and I can successfully mimic accents in several Indian dialects, so whatever unintelligible accent you would like me to use when making my follow-up calls just let me know, cause I’m your girl!  If the client receives a voice mail message from me I feel certain they will have to hit the number one to replay the message no less than five times, and with any luck at all they will still be left wondering if their service has been permanently cancelled or if a technician will be arriving at their home between the hours of 6 am and 9 pm sometime within the next three days.  It has become obvious to me that as a company Comcast is doing their best to help keep people off the road during this busy holiday season by keeping them chained to their homes in anticipation of the field technician arriving.

 In fact, just yesterday my mom didn’t even walk her dog for over five hours because she was so terrified of missing the technician and quite possibly having to repeat this scenario again.  Anyway, she has tile floors so urine and feces are really quite easy to clean up.  Might I suggest that the team start asking some qualifying questions along those lines when scheduling a service call.  Like "do you have a dog, tile or carpet, do you have backup food and water in storage, and how is your penmanship, just in case you need to resort to handwritten notes again while the computer is down?"  This would probably be really helpful.
Another question that I have also thought might be valuable to ask your clients when they are on the phone with customer service is “are you self-employed, retired and on a fixed income, or gainfully employed and on a company’s payroll?"  I know those self-employed folks can get a little testy (actually downright violent – speaking from my own personal experience) as they see their own dollars flying out the window on days when they have to spend 4 – 6 hours dealing with customer service.  Those who are retired actually find the process to be rather engaging as they are in fact often looking for someone to chat with for extended lengths of time since the kids never call home anymore.  And obviously those who are on someone else's payroll are the best of the best to deal with because they WANT to stay on the phone for as long as possible so as to not have to do their own work.

In signing off I want to thank you for taking the time to read about my request for employment and why I feel I would be an asset to your company.  I look forward to hearing from you at your earliest convenience!  Please contact me via my email address above as my phone is not working.

Kind regards,

Cynthia Adams


  1. OMG, Cynthia, you HAVE to actually send this to them!! Julie :)

    1. Just saw this comment! Sorry for the delay in responding - I guess my blog programme is not set up to notify me when a comment comes in. Yes, I have thought about sending this, either to Comcast or the newspaper. Will let you know if I venture down that path!

  2. I can't tell how much I despise Comcast. I have spent so much useless time on phone and chat with them. I try paying my bill and there page always rejects my simple click to say what amount I wish to pay. I have no problem paying any other bill online.

    1. I find it funny that the 'Communications' provider that we all have to deal with has the most problems in communicating! I switched to automatic debit so I wouldn't have to get involved with them every month which has probably lengthened my life span considerably!

  3. I could work at Comcast too. Ayear and a half later the service has not been corrected.