Thread regarding Verizon Wireless layoffs

A lot of high school new hires be callin in. All the good reps left when this company quit payin. If anything blame the incompetent leaders for driving out the good ones

Let me start off with saying 3rd party care reps are terrible.

That being said it amazes me how inept a large portion of store reps are. I get click to calls from store reps every day for needless reasons for things i know can be done in a store. I worked retail until 15 months ago i know you can return a device that was ordered online it doesn’t have to be shipped back.

No i can’t add a 55+ discount if it doesnt show on the account i can only add the same things you can. No i can’t raise the credit limit on an account. Stop calling for d-mb reasons.

And please to god stop calling and asking care to issue credits for issues that were started in a store or for upgrade fees/ act fees. The store can issue these credits if they are appropriate.

Store reps call cs all day because they don’t know their jobs. I swear, if retail reps knew what they were doing, we wouldn’t need so many care workers. The third party ones just transfer to us American Verizon care reps, they’re just as bad as the store reps. I say drop the third parties and fire all the worthless store employees.

This is true, the customer service reps are all third party with zero accountability and no manager wants to address it because it would be out of character for them and they will prob be an outcast. They don’t want the truth they want “positive vibes”

maybe they know it's not sustainable. They just have to keep it on life support for as long as they can.

OP is right, customer service is always dumping people to our store for things we can not do. Example: Had an irrate woman who switched to att 2 years before almost to the day. Evidently she ported her number but forgot to port her tablet. She some how just realized she was being charged 2 years for the tablet's service. She was told by customer service on the phone to come into our store and we will pay her the CASH back pay of 2 years at the store. At first I thought it was a B.S. excuse from the customer until I saw that the CSR notated the account saying that the customer would be coming in for this reason. I explained that we don't do that at store level and that she should contact billing, but problem was she had to hear it from my mouth, another rep, my manager, and GM. She demanded we call from the store but eventually I think she realized that it wasn't gonna happen and that the store doesn't even carry that amount of money. Meanwhile the store has a que of buying customers that im watching leave and go to other store reps. This is just one of many times a customer was falsely sent to a store thanks to a lazy CSR who doesn't want to do their job. Also agree about the systems too, had 3 full outages in 2 weeks. Takes forever to get to the next page (assuming I don't have to refresh a few times first), the pages freeze, can't go back a page without messing the whole thing up, can only process one transaction at a time or it will mess the order up after processing, the signature link has to be sent multiple times sometimes before the customer can receive it, error messages are worsening too. Instead of investing in the systems and paying us better, they tell us to suck it up and make sure to find a way to make it work. Here's less pay, more quota, shittier systems, and horrible support to make sure the DM and above get more pay to take those zoom meetings and make useless guest appearances.

This is so true and accurate. I’ve never had to put so many AYS tickets in during my whole career at verizon. Ridiculous that verizon knows how bad things are yet isn’t doing anything with urgency. When will this 2.0 experiment end? We are losing employees literally because we cannot process simple transactions and customers abuse us. A training about how to deal with abusive customers doesnt fix anything

Wait until you guys learn that they are taking away the pulse survey from retail to be replaced with a QR code on the smart.board that lets you submit feedback directly to your GM and DM. They don't want retail lowering the score and complaining any more.

We literally had 4 staff the whole day, on a Saturday after call outs. We were told business as usual. No shortened hours, nothing. The burnout is real. And our pay structure is the bottom of the barrel compared to other carriers.

Everything OP said is true. This cmpany is an epic joke. The only ppl that give a hoot in my store are managers. I couldnt give an eff less about numbers anymore. What are we working so hard for? Its chump change to our ceo. Just here for the hourly til they turn our store into an indirect

All of this rings true in my location. It’s a double edged sword giving store locations full empowerment to resolve all customer issues. We don’t have the staffing for that and we are busy enough thank you very much. You want to do a Verizon to Verizon transfer? Call that number , you want to disconnect call this number. You want tech issues resolved call that department. The stores are not staffed like precovid so leadership and customers shouldn’t expect the same results.

Op is spot on correct. Retail is a circus with no direction.

I deliberately keep the foreigners on the phone with me as long as possible to jack up their time per call numbers. Plus I heard the record number of rooster crows was 7 in one call. I'm trying to hear 8 and break the record.

Cool story bro. You sound mad.

No we cannot. Give me access to ACSS and I'll help verizon cut workers as in useless care reps.

Store reps cannot do as much (system wise) and customer service. There was a time where we had almost as much access as care, but that's been slowly taken away.

We can't do disconnects or transfers of service. Just to name a couple.

Most of you all are 3rd party call centers who hire anyone...literally anyone. Sykes is one of the big ones. They'll literally felons and $ex offenders.

Sigh Store reps can do almost anything CS can do, stop calling.

Learn to code.