I have never experienced Verizon doing something so half-a$$ed . Today was my first day fully taking customer service call as part of the retail redeployment. The training they provided us totally did nothing to prepare us for what really occurs. The training was full of customer service theories empathy. It would be great training for someone who has never dealt with a customer. The thing that the training lacked was how to use these multiple systems to take a phone call transfer a call and access an account. The equipment they provided is totally inadequate to deal with the multiple screens that are required to be opened at one time. Basically your job is to transfer calls. I really love my job in retail and enjoyed helping customers but after a day of taking phone calls I feel helpless and useless. Whoever was put in charge for training for this dropped the ball
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Tanswer the call or make up some bs.
Wake up customer service is run by mo–ns.
I’ve been saying it for years, Stores should have full access to ACSS.
I can see for 3 sides the biz VZW had to create this WFH laptop to work quickly so retail reps didn't have to go thru ACSS training so they tweeked the telesales operating system. As for the WFH reps depending on how long you have been employed at VZW it was ridiculous because a tenured rep can find stuff in infoman and should be able to explain a billing statement. But I do have a handful of greenhorn newbies that don't have a freaking clue that just came out outside of New hire training before the Virus I can't imagine their stress. For tenured reps we just wanted or feel we needed a video or better explanation of how to use CTI, when to use CTI & how and when to apply & or negotiate credits since reps don't deal with that in stores. In my opinion.
I’m also doing WFH in CS and it’s not bad at all. I like that it’s a change of pace from always worrying about queues, wait times, smp behaviors and metrics. However, I can’t sit on my behind for 8 hours, I need to be moving around. By 230-3, I’m ready to crawl out of my skin. Waiting to see if they pick this up as a full time gig and then see where it all goes, I bet most people will jump ship if given the opportunity. I agree the training was ridiculous. They didn’t train for what we actually do, CTI/WorkHub needs to have a strong presence in the training! I appreciate that they’re taking care of us, but it is complete BS that we are working 40 hours and then you have people on “standby” for 3 weeks.
" Welcome to the Thunderdome"
- all call takers, in unison
@Yeremy it goes both ways some of the c-ap that comes into the store that people like you make up in the call center. It is a two way street. The bad part is Verizon just allows for untrained people to be thrown to the wolves.
Good for you to see all the problems you create in the stores for us. Get used to the phones, you may never be in your store again.
Today was my first day. My very first call I was called a stupid c–t. Later in the day a woman called and said that she was going to call corporate and have me fired because I would not send her a brand new free phone because her Turbo 2 would not charge. Yeah it s—s.. my temporary manager told me to get tougher skin.
If the questions that come into the call center are anything like the questions asked in a retail store it should be easy peasy for the WFH reps. “ I want to go over my bill because It is 20 cents more then last month “. “ My WiFi on my phone does not work at home because it’s asking me for a password , do you have that on file at Verizon”? “ My Gmail no longer works and I don’t remember ever having a password it just let me get my email all these years”. “ I’m traveling internationally and I need do add Travelpass” ( oh yeah haven’t heard that one for a few months .....probably won’t hear it again for long time)
Unfortunately this is the reality customer service has faced. They've been throwing on calls to regular customer service reps with no training. It's like "surprise here's a prepaid call"
Welcome to the call center