"I'm a bit stunned by this" said Elliott. "Comcast is a big company. They can't control all their employees. But you'd think this is part of the basic training they give to their employees -- don't call your customers a-holes"
Not really stunned. When your customers have zero options but your company (this used to be called a monopoly), teaching your employees not to call your customers assholes comes long after teaching them to transfer you to a “retention specialist” when you request to cancel your service.