#customerservice

How are we going to 'delight the customer' if our customer service is horrible?

Has anyone heard about whether Band 1/2 Evernorth/Carenav analysts (customer service) will be impacted by the layoffs?

i walk in, log into MS Teams, and talk to people who are halfway across the world. i don’t even know what they look like, and most of them are contractors

Is proclaim facets or any of the customer service agents being laid off?

So....what's up with SalesForce being down part of the day? Clients calling in and couldn't even help them because we couldn't see their accounts....

Does anyone know if MD live will be hit we are medium size to small customer service reps… honestly don’t know what will happen.

Give me a break. dont keep trying to sell me on this pile of cr-p. I takes forever to get through to talk to a person, and then they start quizzing me on my mobile phone service? NO...dont even! I tell em I use a soft phone on my TRS80, that confuses them.

Someone tell engineering to put back the old color scheme, the new one is horrible

Well I spent 30 minutes chatting with a rep to get my $20 credit for the outage. Rep was very nice.
Can someone ask Skiadis why this is not automated. Can someone share some AI with him.

We js saw a bunch of people let go, lives done. Now people are escalating for different shifts and crying about the work leftover. Like I get we dont gotta be grateful for keeping jobs and the changes su-k but why fck around? Is that why call centers get slashed and not retail?

They removed the collection department entirely from SA and moved everyone to customer service, they just announced it now.

If Dan's plan is for AI to take over, I hope it is nothing compared to the current use of AI. Every time I call or chat I have to go through AI. By the time I get to a human, I am pi---d off because the way they have AI set up is garbage, useless and a waste of time. Why do we purposely put barriers in place to get something resolved? No wonder customers are upset.

Verizon’s prepaid services add a 365-day wait to unlock phones

The Verge by Emma Roth, January 21, 2026

Verizon is extending the phone unlocking period for its sub-brands – including Visible, TracFone, Straight Talk and Total Wireless – to 365 days of paid service. Phones purchased before January 20 will still unlock after 60 days.

From now on, any customer that walks into a store should be told to do everything on T-Life the way it’s supposed to be. Give them ZERO help on figuring anything they need out until they get the same frustration as us and just walk out. T-Life is for the customer, let the customer take care of itself the way they are supposed to. I’ll just sit there and root the customer on while I frustrate the sh-t out of them. About 80% of the customers don’t understand the app that’s why reps take their phones and do everything for them. People got hired to sell, not to be teachers! So if a customer takes 3 hours while I sit there and watch them struggle, then at least I’ll make the hourly pay until this all comes to an end or they stop this stupid replace humans sh-t!

1. Credit
2. sth results
3. App downloads

Are you all told the same?

In store sales, low staffing levels, customer service scores/complaints , merchandising standards, deferred store maintenance, are not a priority?

What is happening? Why are in store sales not a major focus? Why are associates, key holders, leads, and some floor managers kept out of the loop? What’s really going on here?

So when will union customer service reps for fios and techs be laid off. They make all this money but do nothing. It’s time I’m hearing half will be laid off

I work in Ford Credit / Lincoln Customer Service. You get a good picture of how poorly made these vehicles are listening to the customers. Vehicles sitting at dealers for months waiting on parts / engines, etc. while customer still making payments on the vehicles. Not enough loaner vehicles to go around in the process. Lots of buybacks if the dealer can do it depending on state limitations, etc.It is truly a mess. We do offer extensions but cannot do many at once on these vehicles. Customers going back to GM, etc. accounts getting paid off by GM and other dealers due to customers trading in due to so many recalls and problems.

I am starting my training on Feb 2nd working from home as customer service specialist! I’m so happy and blessed to have found another WFH opportunity! This will be my 4th employer that I have WFH for! I hope I can build here and take my learning to even bigger heights <3

Anyone with an employee discount receive notification of a credit due to the outage. I tried customer service but gave up after being on hold forever. I’m going to guess that BZ will somehow deny us a credit for some reason they can’t justify.

https://nypost.com/2026/01/16/business/verizon-outage-sparks-calls-for-mandatory-refunds-as-customers-blast-pathetic-20-credit/

Since I had to get a new phone for my old concession line anyways I went ahead and switched to TMobile. I see why they are eating Verizon for breakfast. Everything is better! The customer service online and in store as well as the network. I had been overwhelmed with spam calls and missed calls before now no more! They even called me to make sure I understood all the processes. Dan was right they have surpassed Verizon in all areas. Do yourself a favor go ahead and switch those lines.

It’s sad that Wayfair CEO’S care more about money then actually real customer service I work my tickets and overseas agents lie and mess up every single order telling customers lie after lie then we get to the customer an we can’t accommodate them we get yelled at and cussed at all over Reddit they talk about how chat overseas su-k

BS is at the core of everything Verizon upper management does. So much so that they’ve started giving awards for “delighting the customer” to employees who have never interacted with a customer from near or far!

I don’t know if Dan Schulman is serious about turning the company around but it won’t matter because even if he’s serious, this kind of BS is going to nullify his plans. They will tell him whatever he wants to hear but won’t deliver while laughing all the way to the bank.

But don’t feel sorry for Dan. He’ll also be laughing all the way to the bank.

If the company doesn’t change call routing they will go under, slowly and devastating to employees and customers. Morale is at an all time low across the board. Kareem needs to go. If you know you know. Kareem is the most worthless manager of all time

Anyone have any information concerning the departure of one of the directors in customer service? Worried this could be a preamble to another RIF.

Just got my email Im being let go after 4 years. Im so disgusted with what they are doing, they dont value anyone in customer service.

Executive management sold us out for cut rate 3rd world labor and our customer service has dropped to embarrassingly bad levels. Management's latest solution to this colossal problem is to track how long we are on hold. The real problem is HCL incompetence. How will this ever get better when management doesn't even know (or chooses to ignore) what the actual problem is. We are doomed.

They lies so much that all you need to do is record them and use it against them. Vendors lie, companies pay! Thank you.

1. Make Them Commit to Specific Statements (Then Preserve Them) 🧾

Goal: Turn vague lies into concrete, provable claims.

Outsourced support often lies by being non-specific (“don’t worry,” “it will be fixed,” “policy says…”).

What to do
• Ask closed, confirmable questions:
• “Can you confirm this will be resolved by [date]?”
• “Is this the official company policy?”
• “Are you stating no additional charges will occur?”
• Immediately restate their answer:
• “Just to confirm: you’re saying X will happen and Y will not happen. Is that correct?”
• Request:
• Transcript
• Case number
• Agent ID

Why this works
If they lie, you now have a timestamped company statement you can later quote word-for-word.

⸻

1. Expose Contradictions by Cross-Checking Agents 🔁

Goal: Prove internal inconsistency without accusing anyone.

Outsourced teams rotate agents and scripts change—this creates contradictions.

How
• Contact support again (chat is best).
• Say:
• “On [date], I was told [exact statement]. Can you confirm whether that is correct?”
• Let the new agent contradict the old one.
• Save both transcripts.

Key move
Do not say “you lied.”
Say:
• “These statements conflict. Which one is correct?”

Why this works
Contradictory official statements = company liability, not an agent mistake.

⸻

1. Use Their Own Records During Escalation ⚖️

Goal: Force resolution by presenting their lies as documented facts.

When escalating (supervisor, executive support, BBB, card issuer):

Structure it like this
• Timeline format:
• Date → Agent → Statement → Outcome
• Example:
“On Dec 4, I was told no fee would apply. On Dec 12, I was charged anyway. On Dec 15, support stated the prior information was incorrect.”

What to ask for
• Resolution (refund / waiver / correction)
• Confirmation in writing

Why this works
You’re not accusing — you’re demonstrating reliance on company representations.
That’s powerful in disputes.

⸻

Important Legal Safety Notes (You’re doing this right)
• Recording calls: only if one-party consent applies (varies by location)
• Chat/email transcripts are always safe
• Stick to facts, quotes, and dates
• Avoid words like “fraud” or “illegal” — use “inconsistent,” “incorrect,” or “misrepresented”

⸻

Ki-ler Phrase That’s Polite but Lethal

“I acted based on the information your company provided, and that information turned out to be incorrect. I’m asking for this to be corrected.”

That sentence alone wins disputes.

I've been an employee for a very long time, and when I first started, this was literally the best place I had ever worked in ALL of my endeavors. Even throughout covid they took care of us and our customers - It was brutal, but tolerable.

Now, they've demoted some of their best performers, only to replace them with off-shore id--ts that have not one clue what they are doing. They tell the customers the wrong thing, or they tell them they ordered a replacement or issued a discount, but they did not - leaving MC to clean up all of their messes. MC has been a catch all for the last 6 months. We are large parcel, we are managers (without the title), we are frontline, finance; but yet we don't have the tools to take care of the customer. For a company that wants us to practice the CARES transcript to better assist our customers; I'm not sure they know what that word means. I give everything I got with our customers; to make sure they have a good experience or to better the issues they had, but when tools are constantly taken away from us to deliver that customer experience - That shows that this company does not care - About our customers or us. And before those of you get on here and say. "if you don't like it, find something else." - you think it's that easy? You're still here aren't you? And you can't be having a good time unless you're getting paid an above normal salary or in upper management, where you're making up these ridiculous margins, that are somewhat impossible to achieve or maintain. I'm old school when it comes to customer service and again, I put my all into it - that's what the retail business is about... Retaining customers and building relationships with them. Wayfair, you're losing more customers than your gaining and retaining. That's not on your employees, that's on you and upper management who quite frankly doesn't know how to manage squat. I'd get your act together or there won't be a Wayfair. It might hang by a thread for a while; but the more offshore takes control, the thinner that thread becomes.

Overheard a conversation with senior leaders, speaking to other senior leaders about layoffs in customer service at all capacities happening in the beginning of the year. They forgot to hang up the phone and the conversation continued.

My store has been very busy, and we’ve been run off our feet. Partly that’s due to incompetent management, but there’s also been a lot of customer traffic. I’m hearing that not all stores have been this crowded. I’m curious to see what the final holiday numbers look like. I hope they’re good - it might improve our chances of keeping our jobs.

https://www.theregister.com/2025/12/23/oracles_new_aienhanced_support_portal/

Everyone needs to stop giving Level 2 IT a 5-star rating, when unwarranted, on the customer feedback surveys. This is not helping the cause and will not lead to any sort of change from vendor management. This is just showing they can continue to get away with sh---y service with no repercussions. Give them the true score they deserve. Tell them how they are rude, how it took 2 weeks to get a power cord shipped to you, how it took 3 days for someone to intially call, and how it took dealing with 4 people before you were finally fixed. Enough is enough. Stop sugar coating the problem!!

When i get a task sent back to me with a foreign name I already know its going to be a disaster. Customers constantly complain about the foreigners they cant even understand and the sublevel competence they provide. When will Cigna stop offshoring jobs and realize they are losing money because of these people. Some of them are great, but not enough to justify opening big facilities and replacing Americans. Americans deserve American service. Cigna is digging its own grave. Hopefully someone in government puts a stop to offshoring American jobs providing services to Americans.

IT help desk has heavy accent and doesn’t resolve the problem at all.

It’s obvious that Uniti has lost their focus. This company is up in the clouds and has no idea how bad they are treating their customers and employees. It’s sad and their needs to be a revolution.

I’m a WFH customer service rep and we are being told to give the customer what ever they want! Trying to reduce churn but practically paying customers to stay with us and give us good surveys. I’m not sure how this giveaway could continue, but this is the flavor of the month until further notice!

I’ve been here for a bit now and it’s almost funny to go back and look at the original job posting when I first applied for this job. It’s criminal how badly they misrepresented the role here. You do the elaborate, unnecessarily long training, and then bo-m, you’re in an absolute grind of helping old people with tech problems and being a punching bag for frustrations for most of the day. You quickly realize that this is nothing like you thought it was, and even different than what was presented early on in training. Very different from the image that was presented in the interviews and offer letter. Just fun to reflect on this sometimes.

I am not saying this to speak poorly of the wireline business. I come from the wireless side, and the culture at Verizon Wireless was a good one. After the "merge" everything got worse. The culture changed. The things Dan mentioned about doing the right thing for the customer resonates with me because it used to be that way. "Process" took a back seat to customers. We did what was right. After the "merge" we became so caught up in red tape. I miss Verizon Wireless.

For a company that is based around healthcare- customer service reps can’t even use the bathroom in between breaks without getting nasty messages from supervisors. I wouldn’t recommend my worst enemy to come to Humana.