Rumor is that Care won’t be able to transfer to tech they will create a case for a follow up call from tech and tech will take inbound calls for 4 hours of their shift and then do outbound follow ups the other 4 hours. That will be interesting...
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If you are playing poker and start to wonder who the patsy is, it's you.
This is only for CRT reps.
Yes, I am in the know.
Customers care about tech and care...how many times do I hear the phrase “one of the main reasons I’m still with Verizon and paying so much is because of the great customer service and tech support reps. Having reached out to other carriers for customers before, I’ve seen how “lacking” their customer service and tech reps are. A T-Mobile care rep once kept calling me Ma and sounded like they were playing Xbox or something and the customer was like “maybe I will stay with Verizon u guys are more professional at least.”
You're right, first of all our customers say they are on the phones for hours trying to get thru, thus they go to the closest store were we haven't had " Tech support for at least 5 to six years, and with the customer care layoff 3 years plus. The increased foot traffic in NYM stores doesn't mean an "opportunity " for a sale ( the constant Mantra droned by the former slammers pretending to be Store management)So again Verizon does a bad job in communicating to their customers about "Tech Coach " and non tech support in the stores. And Lastly with all that non communications going on from (no 1 ) communication company, Store management when they do talk to customers coming in , just take their name ,put them in the " que" they wait 30 to 40 mins for a rep to help them with their optonline email? Most reps are decent enough to try and help! This combination of bad communication and SMs just putting them in ques. Makes a terrible situation.
Obviously no one cares about care - or tech
If u can’t figure out what that has to do with layoffs, then that’s your problem...
what does this have to do with layoffs?