Thread regarding Verizon Wireless layoffs

Explaining why xyz was charged to customer was always easy for me. I usually just told them it's because our CEO needs to make more money. Just be honest. Tell the customer youre a slave. Wouldn't want Hans to go broke right? I mean he's got more money than every employee, but we need to make sure he gets more. So you see, Hans can't afford to credit that to you Mr. Customer.

To be fair rebates are kind of a normal thing.. contacts, dog flea/tick meds, rebates on appliances.

Verizon is tone deaf. One of the most important things for a customer is to be UNDERSTOOD. I get thanked 5x a day for speaking English. It’s so awkward. I have customers tell me they hang up on offshore agents due to language barriers. Now there will be no respite from that frustration which will further aggravate consumers . Offshore agents give misinformation almost consistently. These typically lead to escalations or huge credits. What are they thinking?

Sounds like you’ve been anxious to get out so congrats and best of luck.

The thing that's always gotten to me working a job like this is the concept of "positioning" things like fees or why we don't credit x, and the reasoning was always centered on if the charge was the customer's fault or not or something that could be expressly proven as Verizon's fault. The problem with that reasoning is that there was never any attention paid to Verizon's part on how the company made those sorts of situations easy to occur.

Rebates are a good example. Customers coming to Verizon would have to submit for the rebate, enter a promo code within 30 days etc. Miss a step? Weren't told the step? Too bad, no rebate for you. Customer's fault. Clearly Verizon could have just applied the discount in the front end, or automatically rewarded after x days, but oh well, Mr or Mrs customer, should have known the thing nobody told you. (Wi--y Wonka you lose emote here).

I should have seen the signs the last year or two when it seemed like Verizon became obsessed with making money off every little thing. What's ironic about the whole thing is by doing this Verizon has basically destroyed any loyalty it has with its own employees. The ones who stay are going to be looking elsewhere, because who knows when layoffs will strike again? It wants those people to explain to people why xyz charge is justified? The people who now don't even know if they'll have a job in the coming months? It's just surreal.