ender7074
join:2006-11-21
Saint Louis, MO
 ·AT&T Southeast
| Must take a saint.
Having worked in both phone and internet support, I can honestly say I'd rather cut my own throat than do this job. These people are either the most patient people in the world or have no idea what they are getting into. I wish them luck either way. |
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mongofl
join:2005-02-22
Lithia, FL
1 edit | Brandon, FL PAM's
I have one of the PAM's in Brandon...service so far has been better, but they seem to get the same amount of misdirection as the customer. I had a billing issue, and the PAM had no special number...they just called the normal billing department and sat through the music until a rep came on, then patched me in. Better than before, but still needs some work.
From the actual email I had with my PAM in Brandon, FL.
"I spoke to someone and billing and they can't tell me what the minimum payment required is. They gave me a number and told me I would have to call them and then 3-way you in (that way you're not the one on hold). Will you be available to do this right now?" |
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Dogfather
Premium
join:2007-12-26
Laguna Hills, CA | Excellent idea
Bonus pay depending on customer satisfaction.
They'll have an incentive to work on behalf of customers. |
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gatorkram
Spelling and Grammer impared
Premium
join:2002-07-22
Winterville, NC
clubs:
·Embarq
 ·linode
| reply to mongofl
Re: Brandon, FL PAM's
said by mongofl  :I have one of the PAM's in Brandon...service so far has been better, but they seem to get the same amount of misdirection as the customer. I had a billing issue, and the PAM had no special number...they just called the normal billing department and sat through the music until a rep came on, then patched me in. Better than before, but still needs some work. I have run into this issue with other companies. It's very odd to me, their own reps don't have special numbers to dial, to get right into the system.
I think this is a great idea. Can you imagine having your own personal rep at a company? Sounds almost to good to be true, or free.
Big thumbs up.
--
Give me bandwidth or give me death!
»/testhistory/661871/4f240 |
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DaveNJ
No Fear
join:1999-09-01
New Jersey | reply to ender7074
Re: Must take a saint.
But at least Verizon is attempting to make good with its customers. I know i could never do the job they are describing |
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major marco
Res Firma Mitescere Nescit
Premium
join:2003-02-13
Stepford, CA
clubs: | Hey, Let's Pretend to Solve the Problem...
This particular "solution" is called lip service. The "PAM" has no special knowledge, no special numbers and works on a bonus pay of how "satisfied" the customer is.
Translation = Shit shoveler. |
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jjoshua
Premium
join:2001-06-01
Scotch Plains, NJ
3 edits | And when this doesn't work
The PAMs will get PAMs.
Eventually, the PAMs will be outsourced to India.
Then, Verizon will offer "Expert PAM service" for an additional $4.99/month (plus taxes and fees). |
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voiper
@twtelecom.net
| said by jjoshua :The PAMs will get PAMs. Eventually, the PAMs will be outsourced to India. Then, Verizon will offer "Expert PAM service" for an additional $4.99/month (plus taxes and fees). Just like Viatalk with their "Priority Support" option.
I like it.  |
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chakey
Premium
join:2004-06-14
Gladstone, NJ
clubs:
 ·Verizon FIOS
| This reminds me...
One of the months that I needed to call Verizon to correct my bill, I got someone in the "Fios Support Center" who stayed with me throughout the call. She called 5 different departments, waited on hold, repeated my issue, and heard from each department how no one could do anything to help. The call ended 90 minutes later with the representative more frustrated than I was (I was actually laughing at that point because it finally was not ME having to transfer to 10 different departments and repeat all of my problems to 10 people.) It was a much more pleasant experience than being on my own calling Verizon. Has anyone else experienced this? Or did I just get lucky? |
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N3OGH
Bear patrol must be working like a charm
Premium
join:2003-11-11
Philly burbs
·Verizon FIOS
·Verizon Online DSL
| Customer service is dead
Has been for years in this country.
Seems like companies don't focus on the fundamentals any more. Superior product & superior service.
Treat employees with honesty and respect.
Do the same for your customers.
It's not a hard concept to grasp. Of course, everyone is focused on nothing but the bottom line anymore.
Sad....
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Petty people are disproportionably corrupted by petty power… |
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Jeffrey
Merry Christmas
Premium
join:2002-12-24
Dix Hills,NY
clubs: | Excellent points. Much like one of my favorite people in history:
»en.wikipedia.org/wiki/W._Edwards_Deming |
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jjoshua
Premium
join:2001-06-01
Scotch Plains, NJ
·Verizon FIOS
 ·Comcast
| reply to chakey
Re: This reminds me...
said by chakey : It was a much more pleasant experience than being on my own calling Verizon. Has anyone else experienced this? Or did I just get lucky? You got lucky? You spent 90 minutes of your time and didn't resolve your problem.
But as far as Verizon is concerned, you're satisfied.
LOL. |
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chakey
Premium
join:2004-06-14
Gladstone, NJ
clubs:
·Verizon FIOS
| Compared to being on hold for 90 minutes by myself, I did get lucky! I'm know I'm not the only one to say this: if it weren't for their rock solid services, the billing issues would not be worth the headache. My alternative is Patriot Media. With them you get support headaches AND services that are not as good. Which would you pick? |
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moonpuppy
join:2000-08-21
Glen Burnie, MD
·Verizon Online DSL
| reply to Dogfather
Re: Excellent idea
said by Dogfather :Bonus pay depending on customer satisfaction. They'll have an incentive to work on behalf of customers. Yeah, like these people will have any real power.
Strict instructions to avoid credits at all costs and mandatory upselling. |
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moonpuppy
join:2000-08-21
Glen Burnie, MD | reply to Jeffrey
Re: Customer service is dead
Too bad someone like him will not be popular on Wall Street. |
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Dogfather
Premium
join:2007-12-26
Laguna Hills, CA | reply to moonpuppy
Re: Excellent idea
Doesn't matter what Verizon does, some people will always bitch. |
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bobjohnson
Premium
join:2007-02-03
Titusville, FL
 ·Sprint Mobile Broa..
·RoadRunner Cable
| reply to major marco
Re: Hey, Let's Pretend to Solve the Problem...
said by major marco :This particular "solution" is called lip service. The "PAM" has no special knowledge, no special numbers and works on a bonus pay of how "satisfied" the customer is. Translation = Shit shoveler. It's a very good start though... What they need is for the "PAM" to have access to the billing systems and this solution would be perfect |
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patcat88
join:2002-04-05
Jamaica, NY | reply to gatorkram
Re: Brandon, FL PAM's
Atleast the rep will know where to lie to CS to get the job done, or tell CS what to click lol |
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vzw emp
@qwest.net
| reply to moonpuppy
Re: Excellent idea
This "PAM" sounds pretty much like what my employer calls a "CRM" (customer relationship manager). It can be a bonus to the customer (having one point of contact for all your needs, not having to explain a recurring issue, having someone who knows your account) as well as the company (satisfied customer's tend to continue doing business with you). The problem you run into is whether this person has the power to get things done. If they have the authority and ability to correct their customer's bills, schedule service, etc... then great. If they're only there to give customers someone to express their frustrations to (as the article seems to imply) then these "PAM's" are a waste of time. Why bother with a "PAM" if they still have to go through the regular customer service channel's to get things done? There's nothing more annoying than talking to someone who will refer the problem to "my supervisor" or "another department". If that's so, then why can't I speak to that person from the beginning?
This type of job is pretty hard on a person mentally. There's plenty of abuse and you have to posess a greater than normal amount of patience. To make it bearable Verizon needs to make sure that the people who do this job are empowered to resolve most issues on their own, not just pass them to the same people who don't seem to be working out in the first place. Otherwise, it's just a waste of time and money. |
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N3OGH
Bear patrol must be working like a charm
Premium
join:2003-11-11
Philly burbs | reply to Jeffrey
Re: Customer service is dead
Good read... |
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