Customer Reps!!!!
First off I would like to say that i am a verizon store manager and love my job. I am really tired of coming on to this site and seeing people complaining about customers if it was not for them you would not have a job and lets face it this job pays pretty good. I know that with every job someone is going to piss you off at some point but that is part of the job and this is not the place to vent because customers can see this. If i was a customer and read a posting bashing me no matter how stupid my questions are i would not feel very proud to be a Verizon customer and could take my money elsewhere. Trust me as a store manager i have dealt with a number of stupid questions and i have been yelled at and threatened but i never take it personal...
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😁 I agree with you, it sickens me as well to see these representatives take this job for granted.
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Speaking as a former rep, sometimes fellow reps need an online, anonymous, convenient channel to vent out their frustration. I would rather have a rep here vent out their frustration than venting it at work or in their household.
I do agree that most of these posts do need to be in Shop Talk, not the VZW carrier forum.
I do agree that most of these posts do need to be in Shop Talk, not the VZW carrier forum.
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It is nice to vent you are correct however I don't think you should vent where people you are venting about can read it. and also i understand not wanting to vent at home. call a friend and vent go outside and do so. How would you feel if you went the lets say Macy's and bought something and then over heard the customer service rep stating you were a bad customer who's mother dressed them funny or you read about it how would you feel?? That is my point we all need to vent but there are better places for it then on a website customers can see.
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You're definitely right. However, it's easier to vent anonymously to people that are in the same environment. Kind of hard to vent anonymously to coworkers you know. I also believe that reps do get more of a gratification when venting their customer frustration through a medium where the very customers can see. I think that is the key thing here. The employees want to illustrate to the customers about the negative experience they are going through.
Now the flip side, it would be nice to see positive employee/customer experience. However, as we all know, bad news sells.
Now the flip side, it would be nice to see positive employee/customer experience. However, as we all know, bad news sells.
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I personally think its great that we show customers that if they treat us like **** that we arn't okay, and that they should realize that they are speaking with a human being. Not a computer with no emotions or feelings! Thanks
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Americanstud1987 said:
I personally think its great that we show customers that if they treat us like **** that we arn't okay, and that they should realize that they are speaking with a human being. Not a computer with no emotions or feelings! Thanks
I don't think I agree with that. I'm not a CSR currently but have had over 12 year prior of such experience of being 'on line' at various companies. All of which involve the same thing, periodic customers who are not happy.
My suggestion is to get over it.
Sounds harsh? Yes. I won't back away from it either. If I didn't know first hand what it's like to have people call and ask for insanely unreasonable things and when not provided, disparage me and some...
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I think that not seeming to be a real person is one of the things that the customer does not consider. I've seen some representatives literally plain out quit after a bad call or chat. I'll admit myself that I have had a chat or two that I needed a break after. I don't think that it is right that they call us stupid, ignorant, morons, etc. I understand that they need to vent as well, and this is a great place to vent as well. However, some people need to reconsider what we are saying because there are customers in these forum. We can sit here all day long and talk about how great our company is and so on, but in the end, all companies are the same. Some just provide better service than others, as well as selection and network. My point is th...
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I tell you what, you get your store reps to quit promising customer's things they can't deliver, like, "that vcast vpak will automatically cancel after your free month..." or "yeah CS will credit that activation fee..." or even calling into CS for every little thing like esn changes and billing questions and that will dramatically cut down on the number of customers I have to complain about. After you accomplish this then come here and tell me what I should or shouldn't do in my free time until then you really don't have a leg to stand on.
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Sounds great though I have to say that if an employee of mine lied to a customer about policy and procedure or Vcast auto cancelling they would be written up and possibly terminated. I run a very tight store and i am very proud of that. And i love to do things like ESN changes here because we make commissions off of doing so and lets face it i love money. But i will do the best i can to make sure that i never give a customer a reason to call and ruin your day
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what store do you work in? doesn't sound like any VZW corporate store I've ever been in.
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It is not a corporate store. We are a premier agent. 😁. And the team here strives to make sure that we are giving the best customer service as possible those are the requirements for working here
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premier agent? mt stand for montana right? do they have a city big enough to sound that cool?
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I'm sure you don't want to say where you are located exactly but how about the State? If what you say about your store is true, I do in fact applaud you. However, you must pardon my vast skepticism.Do you charge for esn changes? If so please make sure all of your associates are fully disclosing those charges. There is nothing worse than a customer calling and saying "The store never told me that."
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I am located in the wonderful state of Montana where we take pride in everything we do (not saying that other states do not) All charges are fully disclosed here because it makes less headaches for everyone including the people who work here
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Montana isn't a state. In order to be a state you need to have a professional sports team or a major college football or basketball program.
🤣 🤣 🤣 🤣 🤣 🤣
that was bad, I know.
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that was bad, I know.
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I get that allot it is okay most other states think we ride horses everywhere but really we have cars here and indoor bathrooms. Okay we have a college football team that was double A nat'l champs come on give me some credit I am a chick that likes fast cars and i drag race so montana has some cool things
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wait wait wait.....a chick that can actaully handle a car at more than 60mph????
i dont believe it, yet am very intrigued
i dont believe it, yet am very intrigued
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Check your Phone book white pages they will be listed under Verizon. or fly to Montana and come see me hahahaha
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I was there when the Montanabahn was open (no speed limit on the Interstate) unfortunately my rental car had a top end of 85.
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That is a total bummer my car tops out at 140 that is a sweet a!! time 😈 okay my daily driver tops out at 140 my drag car is a whole different story 😁
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So don't call in to ask you to do your job? If your ESN system wasn't so useless, I'd be able to activate my phone online without having to use someone else's or go into the store. Somehow if you have a camera phone but activate an ancient piece of junk that doesn't have a camera, the verizon system won't let you activate over the Internet. Believe me, the less I have to deal with CS the happier I am but asking for a pact so you don't have to do your job? C'mon.
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its not bc the old phone doesnt have a camera. its bc you have an active EVDO phone and are trying to activate a 1xrtt only phone. 2 different technologies and therefore the need to call CS. the website cant do everything but it does a lot.
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I do have to say though ...
Not able to do ESN changes between EVDO and non-EVDO phones is a major pain. I really want the Juke as my weekend phone but I don't want to go through that hassle with customer service.
No, I won't go to another carrier. A lot of my friends have VZW and I have a great corporate discount. And I like my CDMA technology. It's just something on my wish list to VZW.
Not able to do ESN changes between EVDO and non-EVDO phones is a major pain. I really want the Juke as my weekend phone but I don't want to go through that hassle with customer service.
No, I won't go to another carrier. A lot of my friends have VZW and I have a great corporate discount. And I like my CDMA technology. It's just something on my wish list to VZW.
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of people who desire this capability and the system does not work for them. It will probably happen, but in 3 years the issue will have worked itself out.
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yeah sometimes My Acct won't let you change esn, if you're a customer I can definitely help you out. Even if you're a rep I can help you, my point is don't call me to do YOUR job for you. If you're a customer that obviously doesn't apply to you. Unless it is, can I make a payment, tell me why my bill is high, how many minutes did I use, how many text msgs did my daughter send... etc. Take care of that stuff on your own.
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I find it hard to believe that you can take angry customers screaming in your face, calling you names and making threats to you all day and not take any of it personally. Maybe, just maybe if people would treat everyone like a person then maybe we wouldnt have the need to vent. I dont car who you are or what you problem is, you have NO RIGHT to treat me the way some of my customers have. I also dont care what my job may be, but if i'm treated like crap, guess what, i'm gonna say something about it, and if i can't say it to their face, i'll say it somewhere they may possible see it.
Also, do you really think that the problem customers that we vent about read this forum? The customers that do read this are most likely the intelligent ones ...
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Also, do you really think that the problem customers that we vent about read this forum? The customers that do read this are most likely the intelligent ones ...
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I don't think that it is necessarily taken personally I think a lot of people just get fed up hearing the same crap 50 times a day and by time 51 they really don't care.
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yea. when i did dsl tech support i took all kinds of crap from ppl for the first few months and didnt let it get to me, but after the same crap day in and day out it gets old
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You know the great thing about being a CS rep on the phone is you do not have someone directly yelling in your face. Being a store manager i have had customer yell at me call me names and threaten me. However one of you needs to be the adult and if they are screaming in your face then you must be the adult and i have never taken anything personally even when they toss their cell phone at me. They are not mad at me personally. I do agree it would be nice if customers treated us like humans but since they don't you just have to suck it up and deal with it. I always told myself if i became unhappy with a job i would find a new one maybe it is time some reps found new jobs i don't know maybe a dog groomer or and house painter
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