The same day a former Charter Communications customer service rep spilled her guts to the St Louis Post-Dispatch about how the cable company actively lies to its customers about when techs are going to show up, the subject appeared in Charter’s internal company newsletter. Which we, of course, have a copy of…

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Basically, all that stuff the rep talked about in the article, about making up arrival times for the techs? And giving away nonworking numbers if they try to escalate issues? Don’t do that.

There’s the official policy, and then there’s what people actually do. Employees are expected to deliver the results based on the latter, but if caught by an outside source, will be penalized based on the former. — BEN POPKEN

PREVIOUSLY: Charter Lies To Their Customers

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