Most of us want to do our job and do it well. However, the constant system issues are interfering with our ability to do so. For those of us in the wfh cs roles the systems are continuously lagging, taking forever to load accounts, rerouting calls to completely different departments etc... This has been happening now for longer than 6 months and getting worse by the day. We are a performance based company and it is a requirement that we meet our monthly goals. We don't get to have "off" months yet verizon's systems have been "off" for months with no end in sight. Our jobs are difficult as it is and we don't need the systems adding to it. Once in a while system issues happen; all day long system issues for several months are just not acceptable. Until these system issues are rectified our performance goals need to be diagnostic only!
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Ive gotten so many network connection contact atyourservice errors it is ridiculous.
Actually some people are asking for money, extra time off or a bonus. There was a large townhall today and nice debate occurred with a bunch of vocal employees who are worn thin and frustrated for all the obvious reasons you see across these boards and also deal with your self. Ignore the bu-t for a head user talking trash on CS. If you don't deal with the same BS that OP is talking about in any channel, then you likely don't work for the company. Everything as another said is held together by a band aid, except the band aid is a paper towel with some tape on it to cut costs. You have to also wait for it to show up in 3 weeks from India.
We are all in the same boat no matter the department. Dealing with the customer should be priority number one. However everyday across Verizon we are fighting our systems. It’s absolutely ridiculous to spend billions of dollars on our network when the computer system we use to deal with our customers is held together with band aids. It’s a total embarrassment. This should be the least of our worries. So if collectively the regional managers, vp’s etc know but are afraid to say something, well the only answer is the board of directors. We need to get their attention. We’re not asking for money, extra time off but just a system that allows us to work more efficiently and better serve the customer. So get the word out, find the members of the board and start firing off emails. Pi-s them off with such a stupid issue they cannot help but get this fixed. We’ve tried everything else. What do we have to lose
As someone who was lucky enough to step into CS role Wfh while stores were closed, I can only say to the sales person responder “Dude! Are you kidding me?” I am a sales person myself and based on what I see in my store, I feel bad that CS is always dealing with issues - some quite serious- created in the stores! Whether by an authorized dealer, telesales and/or any over zealous Corp employee, with no ethics, trying to meet a metric. CS folks deserve the unsung hero award. Having said that, I wish they would do a better job spending time to fully comment an account before sending someone to the store without an appointment
Customer service has goals? What could these be? Isn't it just to make the customer happy? I'm really asking because you aren't sales people.