Under the cloak of a South Park animation still, a former Time Warner Cable retention agent spoke with YouTube talk show host David Pakman about his one-time duties.
“Jackie Keaton” revisits the training he received, the disconnect from sales agent promises and some of the retention routines. Techniques included “de-escalation,” e.g. calming down angry customers, and a kind of in-sickness-and-in-health professional vow:
“If a customer dies, someone has to take a death certificate into the local payment center. [But] If they’re sick or something, we can definitely upsell…”