#customerservice

If you work on CA, can you share your experience. Particularly from blended associates who do inbound/outbound. What has been your experience, do you take an even number of calls for both or do you see yourself taking more inbound? How about the goals?

If you are a retail rep please comment on examples of your assistant manager/general manager how you are forced to add things to customers accounts

Maximus Global Services cut 123 employees at Fort Lauderdale-Hollywood International Airport. The layoffs occurred on May 3, according to a WARN notice. Affected positions included customer service agents and cleaning staff. The company offers various aviation services like ramp handling and commercial cleaning. Maximus Global Services previously worked with Spirit Airlines employees.

Fort Lauderdale, Florida

https://www.usatoday.com/story/news/2026/05/07/florida-fll-ft-lauderdale-airport-layoffs-spirit/89974073007/

State farm been getting over on everyone lately when hear it is we pay our bill faithfully every month but can't help customers that pay that bill every month my house was had water damage that mess up my daughter and son room they try to offer me 500 dollars what is that going to do get some materials ok they told me it was my roof I got it fix out of pocket and they didn't want to help me fix my children ceiling I wish I never ever dealt with them

AI and automation are leading to job reductions in El Paso. HGS Solutions recently laid off 92 workers at its El Paso facility. These job cuts mainly impact customer service and back office positions.

El Paso

https://hoodline.com/2026/05/ai-layoffs-gut-el-paso-paychecks-as-oscars-draw-line-on-robot-scripts/

This time it’s revenue operations and customer support. We all know this is tied to AI, and it’s ridiculous how little anyone in charge actually seems to care about customers. AI has already proven to be pretty awful when it comes to customer support across the board. You can’t scroll through Twitter or any other platform without seeing people asking how to reach a real person at one company or another. Welcome to your future, Shopify customers.

An Atento subsidiary plans significant layoffs. Nearly 100 employees will lose their jobs. These cuts affect operations in South Florida. Most impacted roles are in customer service. These positions are considered vulnerable to AI.

South Florida

https://www.bizjournals.com/southflorida/news/2026/04/30/customer-service-layoffs-south-florida.html

Someone on Reddit said that they tried calling Avaya Sales, and for the last 5 hours, everything is going to VM, and no one is calling back.

Around 100 internal customer service agents were laid off last week. Folks that were with the company for decades. Customer Service is now close to 100% being outsourced if not there already.

One of the reasons that Franklin Templeton employees about to be laid off got shifted to service Heritage clients is because the staffing was so poor in the face of more incoming calls, FIS clients such as Victory Funds were unhappy with the hold times and delays in service. This is why FT took back their calls. The question is rhetorical: are there any happy clients out there?

Wholesale Customer Service in the US for remote workers has started layoffs today.

T-Mobile will lay off 200 employees in Chattanooga. These job cuts affect its customer service center. The layoffs are scheduled to take effect on June 8th. The facility currently employs over 900 workers. A regional workforce team will provide support services to those affected.

Chattanooga, Tennessee

https://fox17.com/news/local/t-mobile-layoffs-in-chattanooga-t-mobile-layoffs-chattanooga-2026-customer-care-drive-job-cuts-warn-notice-tennessee-layoffs-chattanooga-call-center-workforce-impact

They just have to appear to be fair when going through this layoff process, because that's what it is-layoffs. They're making sure that all professional positions will have a job to move into. All service, no matter how technical or how good you are, is over. They'll have thee most incompetent 2040 workforce you could ask for. And for the customer? Bull-$hit. Wait til the customer waits on hold for twenty minutes only to get someone who, one, can't speak English, two, isn't trained to do a damn thing but "escalate a ticket", and three, keep seeing their renewal go up while basic service goes down. Who is advising the company on these kinds of business decisions? Are there ANY adults around? How did we get here??

"Based on 2025–2026 reports, Fiserv has faced significant scrutiny and operational issues, leading to allegations of providing substandard service, technical instability, and utilizing "junk fees".

Cigna wrecked Express Scripts. Used to be nice and simple when my health care coverage and my prescription coverage were separate. Now it's just one big cluster F. Service is terrible and all this waiting by the mail box for forced mail order prescriptions. I travel a lot and now I'm at the mercy for waiting for it to arrive in the mail, when ever that is. I hate having to schedule my departures because I'm waiting for the mailman. I can't skip medication or go for days without it. Something has to change! I miss the good old days when I could run to my local pharmacy and pick up my prescript at MY convenience. Now I have to WAIT and WAIT and hope the mailman arrives on time or whenever that is to get my meds. You can't reorder too early because the app will tell you it's too early to reorder!! There's been many times my supply runs out while I'm gone and the "maybe" arrival time is just after I'm gone. No meds for a week or two. They sit in the mailbox for anyone to take. In the heat or the cold. SOMETHING has to change!!!

The new AI visit tool is effectively handling much of the DL's workload. As a result, we could expand the number of stores per district, and downsize the number of DLs in the FS by at least one or two per region. The payroll savings from this reduction could be reinvested into increasing hours in the FS, where actual customer-facing work occurs.

Let's talk about what actually happened.

Avaya didn't just restructure. They cut thousands of experienced people — account managers, engineers, support staff — people who had spent years building real relationships with real customers. Not contractors. Not redundant roles. The people customers actually called when something broke or a deal needed to get done.

And those customers noticed. We watched it happen in real time. The calls shifted overnight. Not "what's the roadmap for Infinity" — it was "who do I even talk to now" and "should we start looking at alternatives."

Now there's a LinkedIn post about hiring to sell Infinity. Like the last few years didn't happen.

Here's the thing about trust in enterprise tech — it's not a product feature. You can't relaunch it. It lives in the people who showed up consistently for years, who knew the customer's environment, who picked up the phone. A lot of those people are gone. And the customers they served remember exactly why they left.

BlackBerry had better hardware by the time people stopped buying it. Didn't matter. The relationship was already broken.

We're not saying Avaya can't survive. But surviving and winning back the people you walked away from are two very different things. One is possible. The other takes a lot more than a job posting.

Welcome to Truist, how many money market accounts can I sell to you today?

Another monumental sc--w up from 3M corporate functions - customers affected by multiple divisions with comms sent from some but not others so total confusion amongst our channel. No proposed adjustment on clp so nightmare for customers and trying to push all admin on to them, whilst also not providing any information that they need to make the changes. Way to go commercial excellence team - completely disconnected from reality and the businesses, are we on the business of destroying all of our relationships and everything our sales teams work for, why are you so focussed on sales prevention —YOU ARE CRASHING OUR BUSINESSES SO WAKE UP.

Lowe’s delivers appliance in Region 6 with a third party disaster known as Spirit. Nothing but a bunch of illegals that are apathetic, lazy pos, that play the language barrier card when they damage your appliances, floors, walls, doorways etc. They show up late, unprepared and untrained. Corporate Lowes doesn’t give a rats a-s about complaints, as long as they save paying in house drivers a decent wage and benefits. Everyone needs to purchase elsewhere. Fck Lowes!

UHC is really getting what they pay for these offshore reps. Called in 6 times to get the same rep repeatedly who thought it was cute to transfer me to random departments and even bcbs rather than assist me. Even giggled on the phone about it.
Since I’m a former employee and I know UHC higher ups read these posts. I hope your company sinks and every single one of your state side employees(that you have left) find a better and healthier company to work for.

Sysco is eliminating all specialty customer service roles and shifting that work to another company they used before, Cognizant in April. Customer service reps get to keep jobs but with Cognizant as employer.

On paper, it might look like a cost saving move. But anyone who actually works in specialty meat and freshpoint knows the reality: this isn’t just “customer service.” This is product knowledge built over years. It’s understanding cuts of meat, sourcing, seasonality, substitutions, and how to guide chefs and buyers when something goes wrong. That kind of expertise doesn’t come from a script or a short training cycle.

Now the same people who built that knowledge are being asked to transition into roles where they essentially transfer what they know, only to see those jobs eventually moved to lower-cost call centers or AI. Just to save Sysco a few bucks. Clueless sysco higher ups! Specialty customers aren’t looking for generic support. They rely on relationships and expertise. When that disappears, so does the value that made the service “specialty” in the first place. Our prices high and we justify by saying look at the expertise and experience we have to offer that makes up for it. Our competitors must be jumping for joy at how much business coming their way.

Got called by a scammer (tried to fake local accent but was unsuccessful). Said from Wells Fargo Fraud department. Wanted my credit card number to validate I was I and said had two flagged charges - one from Ama....on and another from overseas.
Long story short, during the conversation I gave scammer fake CC number. He stated this was not the correct one. The scammer had my mailing address, and the first 6 digits of my CC. This is concerning. So I afterward called Wells Fargo from the 800 number on my CC. Explained to the banker on the other end what had happened. He started laughing and said, ok why are you calling us? I stated because scammer had a lot of my ID info and that my CC was likely compromised. I said how is it that a scammer can - IN REAL TIME - validate my CC? Clearly they were logging into Wells Fargo somehow and validating. Banker said "we don't care about them, we don't have enough manpower to follow them, all we care about is you". So I gave up and asked my account be flagged as compromised - he generated new CC request for me and that was that.
However - since when does WF not care they are allowing scammers to attempt to take control of our accounts? It was the most amazing (not in a good way) conversation I've ever had with Wells Fargo.
And for this guy to state baldly "we don't have enough manpower" was absolutely concerning.
This is what you get when cut cut cut is the mantra. Customer service? Seems to be trending down.

Both sites are filled with complaints about denied claims, inabilty to understand customer service agents, and poor service from Centerwell pharmacy and inability to get resolutions of complaints. Not that C-suite cares but they should care about retention of members. Or has Rechtin forgot that without members Humana doesn’t exist? I would like to see our retention rates before he came on board compared to now. Rechtin needs to go. The rodent needs to go.

HP has spent years testing how much friction its customers will tolerate — DRM-ink cartridges, firmware that blocks third-party supplies, and a CEO who called non-subscription customers a "bad investment." Forced wait times fit the pattern: treat the customer as a cost to be minimized rather than a person to be helped.

https://boingboing.net/2026/03/20/hp-made-support-callers-wait-15-minutes-on-purpose-even-when-agents-were-free.html

What does the future look like for the thousands and thousands of agency staff who have made Allstate their career? With the numerous changes coming to the EA in 2027, is an agent expected to just lock the doors should a customer walk up or refuse mail that may look like a payment? Has anyone thought this through? How will this be communicated to customers?

Poorly run organization?

Unfortunately, all of these RIFs that are removing the actual people who do work and care, are going to negatively impact customers. Humana's biggest issues were they denied many claims and provided terrible customer service / digital experiences. This will only continue and get worse! The Digital products are horrible - they are not user friendly, perform slow, look as if people new to "digital products" are working on them! And, customer service is impacted - if they can't find what they need on digital products, it goes to the 800 number. Customers are dealing with their health - so, they need caring people to work at Humana, well and knowledgeable. In the Digital area, it seems they don't care and definitely have no experience or knowledge! I feel so for the customers - they will have a terrible 2026!!

The new wireless 2.0 Wireless plans are suppose to the best since sliced butter! OMG, what a joke, confusion and more trying to use them in OPUS for sales! Then consumer looses money if they have trade and don’t go to higher plans! Boy oh boy, over seas call centers gonna be over loaded‼️

Is anyone else receiving marketing emails (who is not a customer) and unable to locate an unsubscribe link on the email? I have been searching and cannot locate it anywhere. I closed my accounts quite some time ago and still getting spammed. The fact that I don’t have an option to unsubscribe is bugging me. Does anyone know how to stop the spam?

In 2024 Canon USA and Canada reduced workforce by roughly 14%. Melville and Boca saw a reduction of almost 150 employees. A North American wide restructuring.

In January 2025 CUSA and CSA merged.

March 2026 Canon USA announces new Americas Wide Production Print

Present Day, two years later. Most jobs eliminated have been restaffed, hiring is on the increase again. Almost a ditto of the COVID layoffs and then restaffing leading up to the 2024 RIF.

Revenue from sales is still below pre covid 2019 levels, staffing has increased, customer service and product reliability are still subpar.

Disparity between OCe management and Japan management still exists, BOCA management and Melville management at all time division.

Americas production print still not offering all the industrial equipment that the rest of world already does, a repeat of 2020 management.

Has nothing changed over the past 6 years. Will 2026 be Groundhog Day all over again?

Is it not obvious how siloed the company continues to become. No, I don't work for Canon, nor do I have any ax to grind, just stating the outward facing facts and observation. Where are the gains from all the restructuring from 2020 to 2024 to 2026?

I write this as a user of QuickBooks, not as an employee. I'm an accountant. QuickBooks has been my lifeblood. Over the past 5 years, this software has been absolutely destroyed. What was simple has become complicated. What was efficient has become slow, clunky, and unresponsive. The A.I. features are an absolute joke, introducing so many errors that have to be manually fixed. The interface screen used to so intuitive, but is now a confusing mess. Function buttons that were on the front screen are now buried under 3 levels of menus. And glitches... now so many glitches. Transactions are lost. Saved items miraculously disappear. Many of my clients have experienced payroll tax issues.

You can tell the coding was outsourced to engineers in India. Total cr-p design.

Customer service is an absolute joke. Foreign people who can barely speak english reading canned responses from their "Intuit Customer Service Book".

This company is going down. They destroyed a great product. Outsource your engineering to a 3rd world country and you'll get 3rd world results.

Verizon is trying to improve every place possible but how about customer experience ?
That team is really bad and they do not want feedback from anyone. They think they really know it all. There are so many of them

As an employee, I can’t even navigate cleanly and find anything I am looking for. Trying searching for simple things on web or app.. totally irrelevant search results..
it is generating negative NPS when people can’t complete simple task online in this day and era..

Capital One is frequently described in employee reviews as having a high-pressure, "toxic" environment characterized by intense micromanagement, strict metrics, and a "hire-to-fire" culture, particularly in customer service and tech roles.

I work in the Service Division, assisting the branches. I want to let you know what is going on. We are all being cross trained on almost all service areas. We were told that it would be a topic or two. They keep adding more and more subject matter in a short amount of time. The training is very minimal, there are a lot of gaps in the training in which we are expected to figure out on the fly when we get a branch call.

I hear the branch team’s frustration when they call in. They are getting transferred around because associates do not know how the answer the question nor the best area to transfer the call. Most of us are doing the best we can with the minimal training. Many of us are SMEs in one area but now are trying our best to answer calls in a totally different area.

This isn’t fair to the branch teams at all. I thank those at the branch that have been patient with me, it really helps to get through a stressful day. I’m sorry the branches are going through this.

this happened to me with Wells Fargo and I decided I had to break up with them after half my life banking with them. my conversation with customer service was hilarious though:
WF: can I ask why you're leaving us today? me: your interest rates are making me broke WF: I can totally understand that. let's continue with your cancellation