‘Belligerent’ customer service agent apology

The company apologizes to Ryan Block and his wife who called to cancel their service and got involved in a long phone call with a customer service rep who Block called “straight up belligerent.” The call lasted about eight minutes and was recorded.  Block was met with questions like:

Why is it that you’re not wanting to have the No. 1-rated Internet service, No. 1-rated television service available?

The unnamed employee defends himself:

If we don’t know why our customers are leaving, how are we supposed to make it a better experience for you next time?