This place is a joke. They claim it isn't scripted. Yet, in customer service they are now rating our performance on what we need to say to every customer. Which is totally subjective to your supervisor and doesn't work for every call. They want us to tell the customer at the beginning of the call a value statement because they are so desperate for revenue even though inflation is rampant. For example: "Let me review your account to make sure you are getting the greatest value is now part of our greeting. Which is a total turn off to a customer. They know right off the bat you are gonna try to sell them something.
Anybody in sales knows you build rapport first, sell later. Not the other way around. It needs to happen organically. It's obvious they are doing this to either get rid of long-time representatives that have othereise met and exceeded their kpi's for years or so they don't have to give them a raise.
4 replies (most recent on top)
The down bots are at it again!
They are going to pip people with surveys even starting next month when they don't take a pay cut from them. The scale is also 1-5 now. So you have less opportunities to win and more to fail. 4 stars will be a bad survey. Get 3 in a month and go on action. This company has no idea what they are doing.
I doubt VZ will ever get JD Power in customer service ever again with the oursourcing.
Who wants to hear a rooster while going over their bill?
wait you have access to my personal info, name, address and you live in India?
Do you know where all the fraud comes from? check youtube a lot of those spam calls come from india and nice now they have all our databases
My coworker got put on a PIP for detracting surveys in January…where they didn’t even speak to the customer. This month they’re leading in surveys. They really do hate us.