vzw emp
@qwest.net
| 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. |
