 TigerLordResident pentaxianPremium,Mod
join:2002-06-09
Montreal
kudos:6 | Wow... Gotta love the guy who makes you wait 7 minutes and gets back with a wrong answer. |
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| the vast majority of agents will probably not know the difference between a bit or a byte |
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TigerLordResident pentaxianPremium,Mod
join:2002-06-09
Montreal
kudos:6 | 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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| 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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 AmeritecTechChange we can believe in, 1922Premium
join:2002-09-06
Houston, TX
kudos:6 | reply to rodrod5
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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 Jodokast96Stupid people really piss me off.Premium
join:2005-11-23
Erial, NJ
kudos:2 | 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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 banditws6Shrinking Time and DistancePremium
join:2001-08-18
Frisco, TX
 ·RoadRunner Cable
| reply to rodrod5
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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| reply to rodrod5
As a former Verizon CSR, I can tell you that the average rep receives brief training on data plans but doesn't utilize it much since this service is not as popular among your average consumer. These questions are better handled by the business reps as they receive a much higher volume of calls related to data plans and are therefore more familiar with that type of plan.
That being said, all of the reps have this info readily available to them, all they have to do is pull it up on their intranet resource and read it. The problem is most reps (and customers) aren't patient enough to take the time to read it. Also, most customers don't trust what they are told by a rep who has to read the info to find the answer, they prefer someone who already knows it. In this situation most reps will simply transfer the call to a business rep. |
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| reply to AmeritecTech
I agree. The difference between a byte and a bit to even a moderately computer savy person is obvious but Kb and kb tend to be more confusing.
I am, however, worried about the people would cannot differentiate between .002 dollars and .002 cents. .002 cents would allow a heck of a lot more data!
Indeed, my sides are a little sore from watching that video. |
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 MattAll noise, no signal.Premium
join:2003-07-20
Jamestown, NC
kudos:12 | reply to AmeritecTech
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. I'm betting they went through training that told them .002 dollars, but that just doesn't make as much sense to say as .002 cents, so if as the poster above says, they don't quote data rates often, they probably remember .002 and think cents.
Personally I think Verizon Wireless needs to fire their training staff and probably change the metrics in use, as well as adding in a few "secret shopper" calls.
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Pretty Fly for a White Guy™ |
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Synbios
join:2002-05-18
Arlington, VA | reply to rodrod5
The major problem is (especially for the second question), they have a hard time distinguishing between cents and dollars.
0.002 dollars is stupid anyway, their readout on their computer should simply say .2 cents.
Yeah the other problem is bit vs. byte.
They need to learn the difference between dollar and cent, and bit and byte. |
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MattAll noise, no signal.Premium
join:2003-07-20
Jamestown, NC
kudos:12 | said by Synbios:The major problem is (especially for the second question), they have a hard time distinguishing between cents and dollars. 0.002 dollars is stupid anyway, their readout on their computer should simply say .2 cents. Yeah the other problem is bit vs. byte. They need to learn the difference between dollar and cent, and bit and byte. Yeah, but to the average end user, .002 dollars sounds like a LOT less than .2 cents. I even had to pause and think about it for a second to figure out what exactly it was.
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Pretty Fly for a White Guy™ |
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 cdruGo ColtsPremium,MVM
join:2003-05-14
Fort Wayne, IN
kudos:5
 ·Frontier FiOS
| reply to TigerLord
I would not call Verizon Wireless an ISP. Yes they may fit the technical definition of an ISP, but I would not expect them to give me the same level of technical support for internet related issues as what an ISP does.
But I also agree that they still should know the difference between a kilobit and a kilobyte. Much the same way that I would expect them to know the difference between .002 cents and .002 dollars. |
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TigerLordResident pentaxianPremium,Mod
join:2002-06-09
Montreal
kudos:6 | Internet Service Provider.. do they dot provide internet services? |
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 HangmnDon't Fight It...It's InevitablePremium
join:2000-04-08
Philadelphia, PA | reply to Synbios
said by Synbios:The major problem is (especially for the second question), they have a hard time distinguishing between cents and dollars. 0.002 dollars is stupid anyway, their readout on their computer should simply say .2 cents. Yeah the other problem is bit vs. byte. They need to learn the difference between dollar and cent, and bit and byte. In other words most get it COMPLETELY WRONG....
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»davescustompc.com |
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 SLDPremium
join:2002-04-17
San Francisco, CA | reply to snipper_cr
said by snipper_cr:I agree. The difference between a byte and a bit to even a moderately computer savy person is obvious but Kb and kb tend to be more confusing. Seems you got confused yourself. Kb and kb are the same thing. KB and Kb would be different. |
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| Yes, sorry thats what I ment. K and k would imply that there are two units of kilo :-P
But yeah that is what I meant |
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| reply to TigerLord
Would like to see this with more basic cellphone service questions. Probably won't have as high of an error rate but still probably too high. |
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