Customer Service culture is so f-being toxic.
So much worse than retail. Truly the blind leading the blind. Supervisors and Coordinators know NOTHING, and they aren’t held accountable so nothing changes, employees suffer, and customers suffer because of it.
Sups spend there time doing HR stuff timesheets and scheduling. That’s laughable. Arent there teams for that? The answer is no. They got rid of the timesheet team and now everything is wrong. Sups don’t know what there doing. Just Verizon saving a buck getting rid of these teams. And HR never knows what there doing so makes sense if sups have to do there job.
@1cxs+19t0Vc45: That’s a nice theory, bootlicker, but actually what happens is LE and Supers spend most of their time AVOIDING doing work than anyone else in the company. They don’t know the answers either, but they certainly pretend they do. I’ve been told wrong information by my supervisor and LE so many times it’s laughable.
They simply don’t care; they have their bloated salaries and STI and don’t have to answer to anyone about their own “performance,” which, by the way, doesn’t add value to the company in the first place. Corporate culture has led you to believe these roles are vital, but in reality, Verizon spends more money to retain the status quo rather than effectively train CS or give us proper tools or systems that function consistently.
@1krb+19t0Vc45: 1000%. my super leaves me on read multiple times a day, and then tells me to do my follow-ups at 7:40 pm when i clock out at 8.
@1gmg+19t0Vc45: OP here, and i wish i could upvote your reply 100 times. you hit the nail on the head, especially with LE. i can’t tell you how many times i’ve waited 10-20 minutes for LE, only for them to come on and tell me to contact my supervisor because they don’t know what to do. LE has 0 reading comprehension, i find that i have to repeat myself several times to ever get assistance. my supervisor is always off the clock too. they post an inspirational meme in the morning (lo-f-ing-l), and then disappear for 4-6 hours.
Customer service at Verizon is the most toxic and soul crushing job imagineable. The lack of training and resources for anyone newer to the position is astounding. How can you do the research when you dont even know what term you should be searching for? Do you know what its like to spend 10 minutes trying to find the exact terminology to find an OST just to realize not a word of it fits your customer's particular situation? And then you get reprimanded for your hold time and call volume?
Why are so many LE chats filled with sarcasm, hostility and implying that you are lazy when all you need is a hint in the right direction? We are asking only because we don't know the answer.
Do you know how often our sups ignore us in Slack? More than 50% of the questions go unanswered in my team and I am not the original poster here.
Why are so many calls a hot potato game of pass the OCC and who lied about filling out a PCA that should have been done a month ago???
The only thing keeping so many people in this position are the benefits and the pandemic itself. The moment other companies start hiring again, there will be an exodus of fantastic employees working their tails off with broken systems and the few tools they were given and still delighting customers every shift. Hoards of vendors will move in with their broken promises of OCCs and mind boggling incompetence.
Retail rep here. Been with the company 6 years and I can tell you I have a "new" co-worker who was hired right before covid.... When he was working from home he called me for help and was like "the supervisor.... They know nothing ....." That's coming from a new hire. When working from home I literally had to strong arm my way around. "Per OST number 2135..." "Well I know for a fact you can do this". One time I literally had to call my DM to back me up on something because customer service didn't wanna give some a deserved credit because it was over 50 and I had to get it approved. (It was like 76 dollars). CS is a toxic sh– hole that might as well be fully outsourced.
You are not alone, OP. Ignore the Coord who responded here and clearly got trained in a center with multiple resources at her disposal. Newer CS advocates or specialists werent given the same training or resources. Our sups leave us on read in Slack and LE is often condescending at best. She is likely one of the hostile people who contribute to this soul draining culture that has become the norm for CS.
I was a WFH retail person doing care and wow I was shocked how much the so called escalated team did not know. They were trained to say no and all started with the customer is wrong. We all know issues happen and it is not the customers doing.
You're mad at Coords and Sups because you don't know the answer to something you can simply look up? You know Coords are just Customer Care/Tech reps that take escalations right? They're the same as us, just taking escalations and doing chat with other reps to help them. Sups spend their day answering a ton of questions, coaching, schedule/timesheets and HR stuff. It's not their job to walk you through customer questions. You might want to realize that a customer will only suffer, because you can't find the answer due to poor research skills.
This seems to be company wide. Tenured employees are sounding the alarm in all areas of the company.
It s—s. I wish it wasn’t happening but it is.