I feel sick each morning before coming into work. How many times am I going to get yelled at, called names, told I don't understand, and screamed at because "You used to do everything" and then educated about Covid safety by every third customer. This is while wearing a mask walking in and out into the Florida heat! You expect good sales when I am just trying to survive the day!! I used to love my job.... Now I don't really care. You will never get maximum effort when you give us these conditions and pay us on customer feedback. Come listen to the daily feedback corporate leaders it will make you blush!! RIS in this environment is messed up. The call center feedback by the customers is at a new all time low. Customers get "accidentally" hung up on or told to come to the store and we will magically fix their issue (so they don't get a poor rating). Our reputation as a company is being trashed. The only hope VZW has is if Corp starts loving it's front line workers again. We are the faces and lasting impressions of Verizon. Give us poor conditions and allow us to feel unsupported in an overwhelming hostile environment while lowering our pay through RIS impossibility.... YOU WILL REAP what you sow. You can cut some corners sometimes to operate economically but you can't expect retail to amaze anyone when you force us not to care. If you want customer loyalty then it has to start with employee loyalty. If you want loyal customers like Apple then 1st you have to create loyal employees that believe in your message and direction. Right now it's a fail. Keep the IA until we get through Covid is a great starting point.
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Expect the store life to remain a cra p shoot. With reduced staffing each time someone takes a vacation (which average out to about 2 weeks a month) the entire flow will change. Go ahead and try to hit your team quota. No room in store, no rep immediately available, more stress and now that customer walks or comes in p'ssed off. When you totally reduce staffing and "math" out the volume vs staff I think the geniuses forgot about all our busy times and vacation. Does a store now get quota relief due to only taking appointments?? Time to call a union. Even if it doesn't revamp my life at least these corporate monsters will have to think twice and live the hell they preach!
I think everyone needs to call HR about the company deriving from 1 to 1 ratio, all my reps are uncomfortable with having too many people in store
I was told to "F— off today by a new customer doing an ISPU. They wanted extra attention that I could not do on demand due to already helping other customers. Already hot and stressed while being smothered in a mask standing in the sun! Now make that interaction reduce my pay! I try my best and this is my life..... Somebody save us!
Welcome to the world reps on the phones have dealt with for years. Try working in tech support where calls are dumped because the care rep doesn't want to deal with the issue. It got worse when retail started taking care calls. Customers holding for 45+ minutes to speak with tech because their phone wouldn't activate and the retail to care agent didn't even bother to check if the new sim card was active on the line in the billing system. Retail to care did zero troubleshooting before transferring to tech. We laughably named retail to care switch operators. Your greeting should have been "thanks for calling Verizon, how may I direct your call?" Because they did nothing on the call with the customer. Better yet, be the person that answers the call and the customer didn't even know they were being transferred, that's always a fun call to start out on.
How about you stop complaining and just quit.
Truth my brother. We live and die by the survey. We do our best and it’s just a c-apshoot. Nothing lowers morale more then RIS controlling our paycheck. The stress and anxiety that we must deal with on a day to day basis because of RIS. Judge our paycheck on what we sell. We try our best with customers but this is a crazy world. People are p-ss-d off over politics, masks, Trump, Biden and the Corona. How many times to we have to bite our tongue and walk away because sales become political. All we want is a fair shot. All the company wants is empathy towards the customer but what about empathy towards the employee. We used to be able to leave everything thing at hone but now it’s impossible. Paycuts, bills, COVID, masks, family, politics etc. We just want to be happy and enjoy our jobs but it just isn’t possible anymore. Talk to your frontline employees. Work with us. We’re supposed to be a great company. Just listen to what we have to say. Help us out for 6 months-1 year: You have a workforce on the verge of just tossing it in. It’s not what we want or thought it would ever come too. Just help us out
We have been told if you mention the survey it is grounds for disciplinary action. Especially if you mention it has to do with your pay.
I fixed your issue, you will get a survey. I get paid on that survey. 100% of the time.
Apple employees never had commission and then lost it. They understood what they were being hired for and how they’d be compensated. Verizon is waiting for the tenured employees to leave so they can start fresh with new blood. Not the best approach but the execs do not care how you feel. Go along with it or get replaced is your option now.
There's vendors everywhere working the front line representing the brand.
be it customer care agents that are contracted out they get paid pennies on the dollar that don't know anything giving bad information and really pissing off customers.
Big CORE when an employee is trying to fix an issue because our systems are so f-ed up.. some of them are now contractors and don't know how to do anything or really give a sh–
Indirect locations.. again individuals representing the brand that don't know what they're doing..
Verizon is giving up on brands standards. They want lowest cost employees.
so retail stores are being flooded by customers that have been dealing with issues for a long time talking to different people and getting totally different answers.. so then they end up in a retail store and we have to clean up the mess.. they get a survey and they just want to wait to vent their frustrations..
In the past I always explained the survey you get after your visit here will be about me.. not the other issues you had... Now we get yelled at for talking about the survey..
Verizon is a cluster