vzw emp
@qwest.net
| reply to rodrod5
Re: Wow...
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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banditws6
Shrinking Time and Distance
join:2001-08-18
Naples, FL
 ·Comcast
| 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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rodrod5
join:2001-02-28
Houston, TX
| reply to TigerLord
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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