Thread regarding Verizon Wireless layoffs

What is Verizon thinking. They have literally taken pay away from employees because customers left scores including verbatim that was racist, s-xual, s-xist, calling people democrats, not thinking covid is real and not even including the most bone head remarks "only god gets a 10" I can't wrap my head around this. It's hard to think they are ignorant to what they are doing and the potential implications. As a shareholder of Verizon it's insulting.

Just be prepared for life after Verizon

Funny thing about the employee surveys: there is a discrepancy process for them. It's called an IRB submission form. But the response you get when you actually attempt to use it is absolutely LAUGHABLE.

The incentive is supposed to be based on RIS, right? This stands for REP INTERACTION SCORE. However, we had someone leave us a survey score of 1/10, and they basically said customer service was sh–ty on the phone but the in store guys did great. So the survey score she gave had nothing to do with the rep interaction right?

We submitted the form at our store, and the response we got said something along the lines of "the only time we will remove a survey score is when we can prove that the customer received a survey that never transacted in the location. Surveys complaining about another rep or channel are considered valid.

How the hell are they going to compensate us based on our individual interaction score, and then consider the score valid even if they're talking about a customer service agent?

you personally can submit a security incident report and corporate security has to act on it. if your leadership is not doing nothing go ahead and do what you have to do, also reach out to HR. regardless of the size of account i can assure you they will act.

In situations like this, how can workers fight back and try to level the playing field? putting this here for who ever wants it.. educate yourselves

https://verizonworkers.org

The respect that has been shown to exiting employees is a joke this time around. I've never seen leadership give a c-ap less about feelings and what they are doing. Asking are you okay and then doing backend shady stuff.

I like the surveys where the customer doesn’t even purchase something but because we opened the account up it triggers one. We had a customer by appointment who ended up coming in to ask questions about his bill. His bill went up 5.00 from the previous month and wanted to know why. Of course it was a late fee ! We were empathetic about it but did not credit the 5.00 back. He gave the store a 1 because Verizon charged him a late fee and the store clerk could not credit it. We looked at his account and he ended up calling customer service who did credit him. What a joke.

Walmart is hiring. They may give your application a look with your extensive retail qualifications. Verizon retail gravy train is over. Number 44 sowed the seeds of division. You only have him to blame and your lack of initiative.

Preach Bro!! We’re all listening & we’re all with you. I STRONGLY agree. All of the questions you raised make sense. One point which you made about tying surveys to our paychecks is what I liked the most. And yes I’ll re-post here again. If Sprint got sued then how come Verizon is hiding stealing our hard earned money?? And one factual statement which I’ll add to make it more thorough for everyone else to understand it as well, is that let’s say if a customer starts an account, gets TMP, gets the “Infamous” 100% bundle, adds a tablet, “Useless” HUM etc and gives us Frontline Employees a Nasty survey, but at the end of the day(14 days past) keeps the service anyways, did Verizon “LOSE” money? BUT, at the same time, did us Frontline Workers “LOSE” money? The answer to that is something we already know, but are just scared to say something. This is the true facet of our Toxic Work Culture here which is unjustified and u ethical at the same time.

The more VZ and other carriers tries to move away from the car salesman tactics, the more they come closer. When I purchased my last car over the summer, I got hounded about the survey! When I took my car into for service about a software update the latest won’t install, I got hounded by the survey reminded me it about the service not the software that won’t install. I understand, I gave them 10s. It is silly to tie people’s pay to something they can’t control.

Customer abuse is at an all time high, they shouldn’t be given the chance to impact an entire team’s paycheck with a survey too.