Customer service expert: How to break up with your service provider

KANSAS CITY, Mo. - The recording of a frustrated Comcast customer who tried to cancel his service went viral.

Ryan Block tried to cancel his cable service and decided to record his experience.

The phone call went on for more than 15 minutes.

Almost everyone has had a negative experience with some service provider.

“They just let you go to the next person. It's very frustrating,” Ron Aramoon of Kansas City said.

Georgia Evans prefers to talk to a person rather than a recording. “They just put you on hold,” Evans said.

“It took like two hours every time he called, it was terrible,” described Meredith George of Mission.

It’s a call customer service expert Shep Hyken described as shocking. 

“I thought oh my. Somebody has not been properly trained or if they have been properly trained even worse if that's what the expectation is,” Hyken said. 

He trains people on the other end of the phone on what they should do but not this way. 

“Sometimes the customer is not always right. However, they're always the customer. You let them be wrong with dignity and respect," Kyken said. 

He offered some advice on what to do when it’s time to break up with a service provider.

If you don’t get what you want, Hyken suggests hanging up and going to another representative. Or, try for a face to face conversation.

“Sometimes in person is great because you can sense the personality of the person you're talking to and if you feel like you're not getting anywhere you can always ask to speak to a manager which is nice,” Hyken said.

You can also try social media. Hyken said it’s one of the quickest ways to get the company’s attention.

In a statement, Comcast apologized for the employee and explained,

“The way in which our representative communicated with them is unacceptable and not consistent with how we train our customer service representatives.”

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