TigerLord
Resident Pentaxian
Premium,Mod
join:2002-06-09
Montreal | Wow...
Gotta love the guy who makes you wait 7 minutes and gets back with a wrong answer. |
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BryanOnRR
join:2007-06-22
Brandon, FL | uneducated
This is great.. Great idea.
They sure need some qc.
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The Maxx
max dn 22mbps / max up 4.7mbps |
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BF69
join:2004-07-28
Camden, TN | Not shocking
Considering the crappiness of our educational system in the US I'm not shocked that people don't the difference between .002 dollars and .002 cents. |
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cableties
Premium
join:2005-01-27
 ·Verizon FIOS
| Too funny but too true!
I'd like to do this for my friend that is mired in the DSL nightmare called Verizon DSL support in Hazleton, PA!!
They shut off her DSL. They said it was problem with her phone line. They said it was her modem. They said she never paid. They said she requested termination. They said its at their end. They said billing will resolve but closed now. They said but didn't fix it and its now going on two weeks.
Do you complain to PUC? FTC? FCC? What is one to do. She has no email. Her billing is debit from her account so that wasn't the issue. She never terminated her service (she's a freelancer!).
(I had to intervene as a relative works in another state for DSL support...but still...she is getting short end...)  |
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rodrod5
join:2001-02-28
Houston, TX | reply to TigerLord
Re: Wow...
the vast majority of agents will probably not know the difference between a bit or a byte |
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TigerLord
Resident Pentaxian
Premium,Mod
join:2002-06-09
Montreal | As a CSR for an ISP, they should, and enough to educate the clients that ask the difference between the two. |
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BabyBear
Keep wise ...with Night-Owl
join:2007-01-11 |  The big question!?!
So the big question of the day is who was that employee who got both questions RIGHT and when did they get fired!?!?  |
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rodrod5
join:2001-02-28
Houston, TX
| reply to TigerLord
Re: Wow...
from what my experience tells me
the ISP sees it very different....even more so today than in the past....for 8-10 an hour you will not get a ton
and we all need to remember that a huge amount of people on the internet only know if they can get their email jokes, check their "auctions", and go to their news thingy
those that can even find this forum are so far ahead of the masses it is unbelievable.....the ISP knows people like those on this forum exist......and they know theymake way more money off of everyone else....and they know that in the end a user on this forum will weigh the bandwidth/speed/support/cost and make a choice (though sometimes I even wonder about that)....the ISP stands to gain little (in their mind) from offering the users like most on this forum what they really want....when they know you will settle for the best of what the rest get....because you have to
in short in the mind of Verizon.....if you know enough to make the call and quiz the agents then you know enough to find and evaluate the information for yourself (even if it takes 5 calls).....and if you can't find it or you don't know what any of it means.....all the better.....that is the subscriber they prefer.......the "it works or it does not work" guy/gal......you techno geeks make them crazie |
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Lumberjack
Premium
join:2003-01-18
Newport News, VA
| Telepromt?
Apparently they need a better faq sytem for their agents.
"What is the data rate for overages?".
Right now it must come back with something the agents have to interpret. It should instead come back with an easy to read statement that requires no math or other computational skills. Like icons vs. numbers at McDonald's.
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»www.fairtax.org |
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rodrod5
join:2001-02-28
Houston, TX
1 edit | reply to BabyBear
Re: The big question!?!
well you see their call coaching scores came back and they failed to offer the subscriber the chance to purchase an upgrade in their services.....and they also were a bit soft spoken with their Verizon greeting....and they forgot to ask you to please hang on the phone and take a brief survey to let Verizon know how well you were able to improve their Verizon experience
and one of these 3 is a fireable offense....all 3 togather is insubordination |
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pnh102
Reptiles Are Cuddly And Pretty
Premium
join:2002-05-02
Mount Airy, MD
 ·Comcast
| reply to Lumberjack
Re: Telepromt?
said by Lumberjack  :Apparently they need a better faq sytem for their agents. You'd think in the days when most CSRs simply read from scripts this would not be an issue.
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Only SHATNER is Kirk. |
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moonpuppy
join:2000-08-21
Glen Burnie, MD | Got to love it....
More and more these days, training is cut in the pursuit of profits. Unfortunately, training pays for itself in the long run.
Wrong answers make no one happy and breads distrust between a company and its customers. |
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Packeteers
Premium
join:2005-06-18
Forest Hills, NY
| took 3 calls to get the right answer
I recently had an incident with a 3 cell phone family plan between me and my folks. they were going to Europe for 3 Months while I still needed my phone on the same plan with them. So I inquired what would be the suspended service cost savings on 2 out of 3 phones on the same family plan. my first call got a very generous answer, my second call a very niggardly answer, and finally on the third try I got the correct answer. Had I called only once, I would have suspended those phones only to find them cancelled 3 Months later because of the Hundreds of dollars I would not know I still had to pay. So based on my experience and the YouTube video, it appears that Verizon customer service people generally make up stuff to sound accommodating on the phone, only to find Months later you take it in the rear for charges you would not prepared to pay. |
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koitsu
Premium
join:2002-07-16
Mountain View, CA
|  The odd part...
Logically, one would expect Verizon to put in a serious effort with regards to addressing this kind of misunderstanding, solely based on what happened last year. "Serious effort" in my book is defined as: at a bare minimum, re-training existing CSRs to understand the difference between X cents/unit, and X dollars/unit -- and to ensure that new CSRs comprehend the same detail.
This experiment proves to me that Verizon did jack shit to ensure quality service after last year's incident.
I hope next year, someone performs the same experiment again, just to see if the 93% inaccuracy rate drops, remains the same, or increases.
Amusingly enough, at my workplace, we hired someone a few months ago that continually operates under the mentality that 50% * 3 == 100%. This guy has actual certifications for what he does... yet simple math skills seem to be outside of his mental capacity.
Doesn't anyone go to school any more? (And yes, that's a serious question.)
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Making life hard for others since 1977.
I speak for myself and not my employer/affiliates of my employer. |
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GlobalMind
Domino Dude, POWER Systems Guy
Premium
join:2001-10-29
Hollywood, FL
| Taking the first answer...
I remember when I called to make changes on a plan I have with Sprint (who also has less than adequate service agents), and immediately the answer was that I would have a ETF on that if I made a change.
Do huh? I raised hell and the guy went back and got the right answer, which was umm, NO. I could see perhaps a contract extension (was only a month after I first started the contract so really no big deal) but an ETF on that? LOL Yea right.
If you accept the first thing they say, you're likely to get screwed.
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TheGlobalMind.com | Speed costs money. How fast do you want to go? | Angus the IT Chap |
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madrhino
join:2004-07-03 | Lies,Lies.Lies!!
This is a complete falsehood.There is no way Verizon has one customer service employee who can answer 2 questions about anything,including their own name and day of the week.
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Get Verizon FIOS,The Anti-DIOS |
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AmeritecTech
Change we can believe in, 1922
Premium
join:2002-09-06
Houston, TX
| reply to rodrod5
Re: Wow...
said by rodrod5 :the vast majority of agents will probably not know the difference between a bit or a byte Bit and byte wasn't the error most were making. Most did not understand the difference between .002 dollars and .002 cents.
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"Independent thinkers tend to ALWAYS have someone Not agreeing with them. It's The non-thinkers that ALWAYS come in legions."
-John Callari |
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Jodokast96
R.I.P Bassman442
Premium
join:2005-11-23
Erial, NJ
 ·Verizon Online DSL
| said by AmeritecTech :said by rodrod5 :the vast majority of agents will probably not know the difference between a bit or a byte Bit and byte wasn't the error most were making. Most did not understand the difference between .002 dollars and .002 cents. Not to mention, isn't that the exact same amount from last year? |
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mikenolan7
Premium
join:2005-06-07
Torrance, CA | Dubious Math Skills
So the next question is: Why do they "record this conversation for quality control"? |
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banditws6
Shrinking Time and Distance
join:2001-08-18
Naples, FL
·Comcast
| reply to rodrod5
Re: Wow...
Generally I agree that most front-line support reps aren't able to match wits with many of the regulars here, on a technology level. But this is a billing question. It relates to technology, yes, but at the root of it, it is a question of how much the customer is going to owe if they use the service a certain way. A support rep shouldn't have to know how telephony technology works to tell me that long distance calls cost 10 cents a minute...
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"I'll follow the law until it's just stupid." -Ted Nugent |
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