> With Comcast you can usually just hang up and call again if you get an employee with an attitude.
I'm guessing that this tactic might actually make the nice employees look bad. The employees with an attitude will have better customer retention metrics; then the nice customer service reps risk losing their jobs or also developing an attitude.
The point is that this tactic would be selecting against the nice reps in the long run. Of course, I can't think of any other tactic that wouldn't do so.
Understood, but my point is that it is their responsibility to select for nice reps, not ours. If their metrics combined with the natural customer reaction selects for bad reps, that's their fault and their problem.
It really depends on how intelligently companies run their retention metrics. Rather than measuring if a customer was retained for that phone call, it makes much more sense to measure which customers are retained after a month or so. Of course the first metric is easier to run; also large corporations "competing" in highly uncompetitive markets (internet, health insurance, etc.) have little incentive to provide any sort of reasonable, adequate customer service to begin with.
I'm guessing that this tactic might actually make the nice employees look bad. The employees with an attitude will have better customer retention metrics; then the nice customer service reps risk losing their jobs or also developing an attitude.