Comcast Communications Hired As A CAE Customer Account Executive - Happy and Ecstatic In The Beginning Largo Maryland

I was hired in March, 2008 as a CAE, Customer Account Executive short for customer service rep. Our training course was intense and short. We had 3 weeks to learn about customer service skills, billing, troubleshooting and sales. It was basically a hands on and self taught curriculum. That was fine, though. I made it but I felt as if I was cramming for a 4 year degree. I passed and made it. We were then told we would be put out on the floor for "nesting" with a trainers to prepare us for the time when we would be assigned to our final desk area with out assigned supervisor. And was told that after nesting we would be on our own. After we started nesting, the trainers would come around to see what and how you were doing. Something we did not know, we would ask them to come over and ask them to assist us, etc. Some trainers where cool some where not. 1 in particular was loud, bosterious, demanding, aggressive and would embarrass you in front of the rest of the employees. She was abrupt to customers but this is the person who would get on the phone and want you to listen in on her conversation to see how and what she'd say customer. Oh really? She and I could not get along. I requested to the instructor if he would assigned me to someone else. He said that he asked her to give me special attention since he felt that I needed special attention. I was not stupid and know how to talk on the telephone and that this is not boot camp. There is a way to talk to people and that I was not a hard person to work with or get along with but, it is about respect as well. And her tactics where not working. He stated that she may be that way but she gets the job done. He did honor my request and another trainer was available if needed, this person we got along fine I though. We had a debriefing everyday, that same day I complained I spoke up in the debriefing about how I felt trainers need to learn more coaching skills and learn how to approach the trainees. This was not taken very well by them. But, this is how I felt.

That weekend I came in and another trainer came over and basically started,as I call it finding things to harrass me with. He and I had words. That Monday the instructor wanted to talk to me, we said that three trainers had problems with me and that I was wrong for saying what I said in the debriefing. I said to myself, but it's okay for the trainers to talk to you like you are incompetent and stupid! He said "I'm going to put you with one more trainer, etc., etc. So, now I am the trouble child. One of the 3 trainers that he mentioned, I thought was an angel we was patient, understanding filled with finess. I really didn't believe that he went against me, who knows. The instructor mentioned also that I made a statement to the effect that "they should respect their elders." That was a lie. I'd had enough and put in my resignation.

On top of that, as much as I needed a job .... I really was tired and weary of numerous of calls from customers saying to me in a frantic, disgruntled or distressed tone that there phone, internet or cable is out or not working or the tech did not call or show or he drive by my house, I waited all day and took off from work for this, or no, don't send a tech out he probably won't show up and I am not taking off another day of work. Or the tech came out but he did not finish the job, cable wire hanging, etc., etc., etc., etc. And I was tired of getting cursed out - which I understood but they were spewing their venom out on the wrong person. It seems to me that more focus and attention should be directed on what the heck the techs were and are still doing. And given them some boot camp training. My job was to answer the phones and say Welcome to Comcast how may I help you to day? Attemp to power cycle or troubleshoot their computer/telephone or send out a tech, etc. The only thing good about Comcast as an employee in my opinion was the benefits if you could stay their long enough to get them.

Phyllis
Temple Hills, Maryland
U.S.A.

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