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 Homer JMmmm, Free Goo
join:2000-10-05
Springfield | reply to CyberStretch
Re: I want out! You can call it BS all you want, but if you are in the Tech support world, then you know it is fact and reality. Most people who do well in Tech Support do not stay there long. They move on to better jobs.
I did read the part about incompetent management, if the shoe fits.
As far as towing the company line and posting to make us look good. That is the biggest pile of BS, I have read in a while. We come on here to see what is happening in the world of DSL like everyone else. We have no preset company agenda. The views we express are our own.
I am simply pointing out that your statement about CS sounds nice but is not based in reality.
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Any views or opinions expressed are the sole opinion of the author, not necessarily the views or opinions of Verizon Select Services or any of it's affiliates. | |
| reply to CyberStretch
quote:
IMHO, over the past 20 years (yes, since you were 2), companies have made a serious turn for the worst: They have forsaken the customers and the employees for the sake of the higher management and/or the Board of Directors. That, my friend, is the real world! There was a time when customer/employee satisfaction mattered to a company, and those days have long since died and withered away.
You are right in theory. HOWEVER, while people consistently complain about quality of tech support and time on hold they are not happy with the solutions presented. For instance, Many companies have cut their staff considerably in favor of internet tech support in the form of FAQ on line and other resources on company websites. You can't even call sprint anymore to get the balance on your cell phone, you have to go online! That's certainly not as nice as talking to a real person but it definetly saves time for you and I and in the end we get the same info. As a matter of fact, where tech support is concerned we are often better off finding our answers on a company website. There is less room for error on the tech support reps part (no offense guys). The reason for this move is money. If companies went the other way and staffed with the appropriate amount of trained customer service reps your DSL would cost A LOT more than $40! That is a fact. I'm not happy with it either but you certainly cannot deny it. If you have better idea's on how to feasibly run a company with the amount of people needed to provide the kind of customer service everybody wants and not raise product costs I hope that you get rich!
quote:
obviously, Verizon does not care about having customers on hold for 30-60 minutes at a whack just to talk to someone.
Actually Verizon has STRICT guidelines to follow as far as customer hold times. They do not like being fined by the FCC.
quote:
Felix,
If you want to continue a pi$$ing contest to see who can shoot the farthest, see your supervisor/manager; because I do not have the time nor willingness to waste my time pi$$ing in the wind.
Funny, seems like you have a lot of time for this. You write some long messages. They are great though. I think that both sides bring up some very valid points. What it boils down to is that the customer is ALWAYS right. Tech support does the best with what they are given and customers need to remember that. People have a tendency to get angry with people on the phone because there is no face to face contact. The same people would NEVER blow up at say a mechanic the way they do at customer service reps on the phone. The point that I think Pliotronx was trying to make originally was that both the customers and employees of companies are people. let's treat each other with some respect!
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Side note: has anyone else noticed how aggressive these boards are becoming? This is the second one I have seen in the past two weeks which has been less than friendly. DSLREPORTS used to be a friendly place for people to exchange idea's. You people need to relax! | |
| Homer J,
As far as towing the company line and posting to make us look good. That is the biggest pile of BS, I have read in a while. We come on here to see what is happening in the world of DSL like everyone else. We have no preset company agenda. The views we express are our own.
Well, it seems awfully dubious to me that you all seem to have sig files that mention that you work for Verizon and you canvass the forums throughout the day if there is no company motivation behind it. Verizon must be allowing you to post during duty hours, and therefore, while you are being paid by the company, I sincerely doubt that they would allow you to post any opinions contrary to their own. If you are not sanctioned by Verizon to do this, IMHO you should be reprimanded for using company time for a private activity.
I am sure that the customer waiting on hold while you gathered your thoughts and posted appreciates your dedication to the job and lowering the hold times. 
I am simply pointing out that your statement about CS sounds nice but is not based in reality.
It is a simple matter of common sense:
- Company sets up products/services that customers want
- Customer's buy products/services
- Happy customers stay, refer more customers, company prospers
- Unhappy customers leave, forewarn others not to buy from Company X for various reasons, company gets bought out, goes bankrupt, etc
The truth of the matter is that if companies treated customers/employees with the respect they deserve rather than focusing on their immediate bottom-line, everyone would be better off. After all, the definition of Customer Service is servicing the customer in its most basic form, is it not?
Obviously, despite many repeated attempts by customers to get Verizon to notice that there are serious internal issues that need to be addressed, the only logical recourse is to have 'customer-centric' employees such as yourself bring these issues up internally and resolve them.
pezpunk,
You are right in theory. HOWEVER, while people consistently complain about quality of tech support and time on hold they are not happy with the solutions presented.
If the solutions fixed the problems, customers would have no need to call back and complain more, correct? So, logically thinking, if the same or more customers call to complain, then the problem is not fixed.
I agree FAQ's, Tech Support sites, etc, help both the company and the customers flush out the minor, repetitive issues; but we are discussing instances where direct contact to Tech Support are made and not resolving issues.
Actually Verizon has STRICT guidelines to follow as far as customer hold times. They do not like being fined by the FCC.
Really?! So us customers that consistently wait 30-60 minutes on hold can collect money or cause Verizon to pay fines? Let me know where to sign up! Verizon would be bankrupt within a year, at best.
Funny, seems like you have a lot of time for this.
That is because I like to fully explain my positions to eliminate any misconceptions.
Side note: has anyone else noticed how aggressive these boards are becoming?
Another indication that the process currently in place is broken and needs fixing.
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"Knowledge is Power" ... System shutdown in 30 seconds... | |
 urbmanPhasers Locked On Target
join:1999-06-25
Niagara Falls, NY | reply to pezpunk
Well said. Just remember however the customer isn't always right, but he/she is always the customer. I guess working in retail for 9 years has stuck. | |
Homer JMmmm, Free Goo
join:2000-10-05
Springfield | reply to CyberStretch
Well, it seems awfully dubious to me that you all seem to have sig files that mention that you work for Verizon and you canvass the forums throughout the day if there is no company motivation behind it. Verizon must be allowing you to post during duty hours, and therefore, while you are being paid by the company, I sincerely doubt that they would allow you to post any opinions contrary to their own. If you are not sanctioned by Verizon to do this, IMHO you should be reprimanded for using company time for a private activity.
I am sure that the customer waiting on hold while you gathered your thoughts and posted appreciates your dedication to the job and lowering the hold times.
Well, sorry you don't believe it but it is true, but management does not tell us what to do on the boards, the disclaimer is a little CYA. Last time I checked it is still a free country and we can post our own opinions, whether they are contrary to Verizon's or not.
Since there are no customers on hold at this time, I guess they are fine with it as well.
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I see said the blind man as he pissed into the wind it's all coming back to me now | |
| Yes, we should all be reprimanded, you're spot in line is right behind the legend
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Any views or opinions expressed are the sole opinion of the author, not necessarily the views or opinions of Verizon Select Services or any of it's affiliates. | |
Homer JMmmm, Free Goo
join:2000-10-05
Springfield | You're going to get taken out to the woodshed if you don't stop sassing......
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I see said the blind man as he pissed into the wind it's all coming back to me now | |
| oooh, don't threaten me with a good time daddy!
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Any views or opinions expressed are the sole opinion of the author, not necessarily the views or opinions of Verizon Select Services or any of it's affiliates. | |
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