A Comcast customer service representative 's rude call with a customer went viral . David Wheeler : We 've all been held hostage by big companies afraid of losing business . We 've all been held hostage by big companies afraid of losing business . He says we 've got to do something about dysfunctional system of customer service . Wheeler : The problem is that the people who are in charge have no idea how their customers actually use it, and they're not going to change until you tell them what your plan is for fixing this mess.
A Comcast customer service representative 's rude call with a customer went viral . David Wheeler : We 've all been held hostage by big companies afraid of losing business . He says we 've got to do something about dysfunctional system of customer service . Wheeler : The problem is that the people who are in charge have no idea how their customers actually use it, and they're not going to change until you tell them what your plan is for fixing this mess.