Is this the future Verizon?
I have never had more customer ask me for a direct contact number for US based customer support and someone who actually works for verizon
I had a problem with an order not activating a few weeks ago. The customer was in the store for 4 hours before it was finally resolved. I checked the notes on account and the issue went through 8 different team members before it was fixed. EIGHT !!!!
she has been a scape goat the whole time. It would be wild to think that she doesn't know it, however that's some integrity selling your soul for a pay check and lime light.
Smoke and mirrors. The ZDnet article shows customers what Verizon is all about. KB will be used as a scapegoat.
The Zd Net article is how she hits her multipliers. It proof of a job well done!
It is amazing how bad customer care is now. Mostly chat. When looking in account remarks you see the name from India you know it is going to be a s show. They are so bad they remark the bad information they told the customer.. and in retail we are powerless. No we can not give you a BOGO promotion you are not eligible for.. yet the chat person makes these promises.
KB is going to get a wake up call when the ZDnet article hits her desk..
This isn't unique to Vz, unfortunately. Most large companies that still have customer support/call centers have outsourced it. It's just cheaper.
Don't forget CORe is also outsourced also