Unnecessary stress?

Employees are so afraid of a bad RIS that they do whatever needs to be done to not open accounts of rude customers. Can’t be good for the ACTUAL customer experience. No one wants to be abused by a customer, then have that rude customer dock not only their pay but the entire teams ’pay as well.
Just another way to keep us distracted while they implement new changes. I imagine there will be some sort of assistance with RIS at some point, but, the unnecessary stress it is putting on the front line in the mean time is shameful.

I totally agree with the author of this post. I’m pretty sure that these surveys are the wrong way to evaluate employees and add the extra unnecessary stress. Have RIS surveys ever been used as a tool for improvement?

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The stores have become increasingly stressful because of lack of staff, ever increasing volume from a naive general public, covid protocols very relaxed at my location, 60 to 80 minutes wait times on weekends, customer after customer coming in on weekdays for things a Verizon rep should not be dealing with, ( email problems, personal app issues ,phone content transfer etc) all with usually 2 to 3 reps on were we had 6 to 7 pre covid) Dealing with a
aggressive customers thats abusive escalate to a SM for help and a 2nd voice of reason,the rep brought into Gm with Sm grilled on whats going on, isn't that part of their job description or the new one! not to be engaged and not do much for 8 hours and go home early if the 2 Sms are working

I’m starting to see reps that once were proactive and attentive to rude customers send them to management before ever opening the account. I have to admit, I understand. No one wants to get yelled at, then get a survey that decelerates pay for everyone. It is funny to see how little managers are prepared for the POS system, promos, pricing, etc because they’ve been removed from it for so long. Managers are still getting higher commission checks than reps and haven’t felt the pain of RIS the same way. A minimum wage employee can stand at the door and put people in a queue. Let the managers carry some of the burden for a change.

False managers can get surveys now and good luck playing of sending the auth to the customers phone and having them ignoring it.

Remember, if you have your manager open the account using "account maintenance" you can get into the account and do whatever you want, and say whatever you want to the customer, as long as you don't make any changes or complete a transaction, and you won't get a survey. Every other option can send a survey, transaction or not.

Trust me, your managers don't want the bad surveys either, so work that system. Work it HARD.

They want you to quit

Who ever came up with the whole idea likely have never worked with the public. We should be able to rate our leaders and affect their pay.

Thread regarding Verizon Wireless layoffs

Unnecessary stress?

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