Thread regarding Verizon Communications Inc. layoffs

Lol sure buddy it’s as If sales doesn’t lie with every breath. The only silver lining to this RIF is that now even customer service won’t be able to fix your bs.

Because Customer service is mostly outsourced whether in the US or another country and we all know SPC’s don’t get trained as a well as internal and they are paid on how many calls they take.

Execs gets golden parachutes for poor performance you get the boot that's called equality in corporate America

Dude….. YOU are what normally starts the downward spiral that ends up in CS laps. False promises are sales MO. How many times have we heard ‘the sales rep said I had to wait 31 days to disconnect this line” as you’re adding a line instead of just upgrading. No one held you and yours accountable for false churn. The commission you get is guaranteed minimum 50% overpaid because of all CS has to fix from anyone in sales. Sales shouldn’t be commission at all seeing as literally EVERY department on the phones does sales on top of the plethora of other bs thrown at them. That’s as bad a Pro reps claiming to be elite when the last they even hired was before call centers shut down and you got in not by merit but by who you knew. Meanwhile, CS handles 10x more difficult calls, including whatever Pro does. Same with CRT- most of us turned that down because of the sh**ty hours they wanted us to work, so they resorted to hiring people a year in with 1/4 of the knowledge. VZ has failed all the way around. What they should have been doing was actually making sales reps accountable (take all those credits we have to give for your self absorbed lies right out of your commission- including all the disconnects for false churn), revamp Pro into actually taking legit harder calls and actually earn their $, get rid of all the fluff jobs, and get HV tf out of there (on top of a dozen of other things)

I’m so happy Manon and her red shoes are on the books. Maybe I’ll Slack her tomorrow.

Perhaps I can even report to her after OPOO is in the cold, hard ground shortly.

Sales no longer sell. So many support roles have been cut there no one left to help customers so it falls on sales team. The off shore groups in the Philippines constantly turn over and are too new and clueless (no fault of theirs) to help. Customers are leaving and the revenue reflects this. It’s not rocket science but the leadership just looks at reports and says everything’s great 👍 and never wants to know how bad it is.

"Using the word "woke" is so cringy - only white conservative boomers use that word to label anything they don't like."

Yeah, but hey, we built this company and its customer base and made billions of dollars for millions of people. And who are you? Some woke green rookie helped bring down one of the most iconic telecom companies in history.

But go ahead, illuminate us with your vast knowledge of how you have been able to destroy so much goodwill and market cap in so little time.

I can see this both ways. CS is a hard, cruddy job because you have to know the basics about many different products both domestic and international. Customers expect you to fix their problems when you're just trying to get info. to open a ticket. I trained many a rep. It's really easy to seem "d-mb" when so much is thrown at you and you are the front line and not repair. At least when CS was in the US the management cared and would monitor calls, train reps, etc. Once it was outsourced it became horrible because, other than a salary, the outsourced personnel have no real skin in the game. They will quit and with Verizon on their resume they get a better paying job down the street.

That said sales are also to blame as well. They promise the customer the sun, moon, and stars just to get the big win. I've been in repair and install. We'd be asked to fix or install services that were not allowable in some countries, yet sales promised the customer and failed to do due diligence before selling said service. They then cut and run leaving us to take the heat from the irate customer. My favorite are the sales teams who claim that their customers are the high profile and will leave if A, B, and C aren't immediately. Such a hollow threat because we know not every customer is high profile and will leave. A lot of it is brought on, again, by sales selling stuff that is not-supportable but they take the $$$ and run leaving others to clean up the mess. So I don't feel so bad for salespeople who are inconvenienced by having to deal with CS. Sometimes you have to share in the S#I! show.

As a parting gift I will send all 6000 employees a piece of cake. Since I'm the only one allowed to have his cake and eat it too.
Love
HV

Using the word "woke" is so cringy - only white conservative boomers use that word to label anything they don't like.

That being said, Verizon doesn't give a sh-t about winning JD Power - and hasn't for a decade. Customer Service is an expense to the org, and having the best customer service costs loads of cash...and there are much better returns on investment. If good customer service mattered, Comcast would be out of business.

Expect to see Verizon make more short-term shareholder-first decisions moving forward. Just pray it isn't as distatorous as pushing 100% 5G for a couple years while neglecting the core network..which has led us to bleed customers faster than Bud Light.

Remember kids, you're just a number to a corporation, no matter your tenure, work ethic, or how much you simp for them. They'll lay you off in a heartbeat; don't be upset about it...move on and realize you're 50% of the employment transaction. Make sure to get paid what you're worth, and don't work harder than your contract requires.

Sales guys are the worst, only think about their commission, well their customers don’t take priority over average customers

You corporate guys crack me up.

“Let’s hang out at the layoff site and keep making excuses for firing American workers from our American company.”

Yeah JD Power says otherwise. You guys started outsourcing and we never won their customer service award again.

Sales. We drag our feet because y’all call lie to customers and deceive them and we have to tell them the truth and give away Verizon’s bank while y’all still take your commission home. F all that “I feel for the impacted” bs. Customer service does ALL JOBS WITHIN VERIZON-SALES, TECH SUPPORT, “loyalty/ retention” therapist, clean up retail and other’s mess, what we DONT DO… is send them back to the stores as we should because y’all are some slick talking deceiving and sting without integrity employees. They should make y’all wear body cams.

I feel for the impacted workers so I just bought a yaght to sail the east coast while I mourn there loss

Sincerely

HV

"I feel for the impacted workers in customer service, but let's just be honest, no one was raving about Verizon's customer service. ever..."

This is PURE BS written by someone without many years inside the company. The Service and Websites used to the best of the best until Diego and Hans and every other woke id--t that they put in charge of customer service. Then when they started outsourcing to India and every where else. Fuggeddabouddit!

People really need to be held accountable financially for what these weak woke execs have done to this company and culture.