Comcast’s customer care service is a mess, as many affected customers and even former and current employees will attest, no matter what the company says in public. It all became even clearer following that customer call that was recorded by a certain tech personality, and which quickly went viral, as it revealed that Comcast is desperately trying to put a stop to service cancellations. The company took immediate action by apologizing for the incident and explaining its customer care policies publicly. Internally, the company served its employees a new memo supposed to be a reminder of its “customer interaction policy.”

That memo has obviously leaked – maybe that was its purpose in the first place – and was published by The Verge.

“Comcast is committed to delivering outstanding service to each and every customer. It is our goal to ensure that each customer with whom we interact has a quality experience,” the company wrote. “Each encounter we have with the customer defines Comcast in that particular customer’s eyes. Favorable interactions yield favorable impressions and unfavorable interactions yield unfavorable, or negative, impressions of the Company.”

The memo then offers two courses of action, one for calls with customers who inquire about the viral-call-gate, and one for calls with media asking about the case.

“We are very embarrassed by the way our employee spoke with Mr. Block and Ms. Belmont and are contacting them to personally apologize. The way in which our representative communicated with them is unacceptable and not consistent with how we train our customer service representatives. We are investigating this situation and will take quick action. While the overwhelming majority of our employees work very hard to do the right thing every day, we are using this very unfortunate experience to reinforce how important it is to always treat our customers with the utmost respect,” the script for customers reads.

In case media calls, customer care reps are instructed to refer to the Media Inquiry Policy and transfer them to their local contact.