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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Dogfather
Premium
join:2007-12-26
Laguna Hills, CA | Doesn't matter what Verizon does, some people will always bitch. |
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vzw emp
@qwest.net
| reply to moonpuppy
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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jonnyb
join:2008-03-15
Haverhill, NH | These people i am sure dont have access to most of the billing system as verizon's billing system has very sensitive information and there for they sound useless but i guess it is a great idea. |
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