Re: Excellent idea in http://www.dslreports.com/forum/r20302896 en Wed, 11 Nov 2009 02:38:30 EDT Wed, 11 Nov 2009 02:38:30 EDT Re: Excellent idea http://www.dslreports.com/forum/remark,20302896 jonnyb : 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.]]> http://www.dslreports.com/forum/remark,20302896 Tue, 08 Apr 2008 13:56:41 EDT Re: Excellent idea http://www.dslreports.com/forum/remark,20302209 anon : 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. ]]> http://www.dslreports.com/forum/remark,20302209 Tue, 08 Apr 2008 12:02:11 EDT Re: Excellent idea http://www.dslreports.com/forum/remark,20301824 Dogfather : Doesn't matter what Verizon does, some people will always bitch.]]> http://www.dslreports.com/forum/remark,20301824 Tue, 08 Apr 2008 10:57:59 EDT Re: Excellent idea http://www.dslreports.com/forum/remark,20301792 moonpuppy :
said by Dogfather See Profile :

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. ;)]]> http://www.dslreports.com/forum/remark,20301792 Tue, 08 Apr 2008 10:51:24 EDT Excellent idea http://www.dslreports.com/forum/remark,20301446 Dogfather : Bonus pay depending on customer satisfaction.

They'll have an incentive to work on behalf of customers.]]> http://www.dslreports.com/forum/remark,20301446 Tue, 08 Apr 2008 09:45:10 EDT