I’m guessing the VEC isn’t the answer to everything then. HCL appears to have been a disastrous strategic move, or at least very poorly executed. It just feels like that whole area needs to be completely changed around so it finally puts the customer first. I’m hoping for more investment and better leadership
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This is glorious to watch. Every person involved with Customer Experience who had the b@lls to say it stated that outsourcing was a bad idea. Leaders attempted to tell us the outsourcers were actually better than onshore because they had better surveys. Apparently those leaders were lying and gaslighting us. Now VZ cannot afford to onshore CS so the only hope is if AI can handle customers better. That won't happen since leadership decided to make every aspect of our business too complex to comprehend. I called CS to have them explain the upgrade options and what the upgrade benefits were for the different plans as they only say "better" or "best" with no details. It took 5 calls and I still didn't have an answer. A customer on reddit summarized it better than anyone internally could. My investment in popcorn will be a record high this year as I watch this sh*t show continue to try to recover from the damage that Dan was complicit with as a member of the BOD. South Park needs to do a Verizon episode. Its beyond comical.
@35q Not surprising, but you can bet if it was a executive that was in the area with no service it would have been all hands on deck to get it fixed followed by a 10 page power point.
Go try to get CS at PayPal … see what you’re in for .
Verizon just left the City of Newton MA Police Department, Trial Court & surrounding businesses out of service for over 24 hours, a fiber was cut by another company & the local management would not authorize overtime to repair it. It's still not fixed and this was yesterday. That's really caring for the customer Mr New CEO.
You cannot have good customer service if it’s out sourced.
Verizon needs to go back 30 years to the customer service model we had back then.
You cut benefits and pay and now its a game to play to win.
Well let's see...
In 2022 Hans is on LinkedIn in posting about the Floyd anniversary. How solemn it is and we are still striving for equity, inclusion, bla bla.
The very same day, it's announced they are offshoring CS. An org that is primarily black...and female. Way to go! Play the woke side in public and stick the kn--e in when no one is looking.
Fast forward a few years and CS is a complete joke.
Folly #2: CS is meant to fix problems and protect the base, but Scampath turned them into sales team! Brilliant! A customer really wants to be uphold when their bill is already jacked.
These clowns are nothing more than shuck and jive politicans.