Thread regarding Verizon Wireless layoffs

Just tell the customer that you need to take a deep breathe and lower your expectations every time VZ fails as a company. That's what I do. My manager doesn't like it but I also don't like this company so whatever they can kick rocks and I'll keep lowering my expectations.

Not understand someone is not racism people. It's just bad customer service. We have had 2 options here for years (press 1 for English and 2 for Spanish) If I press 1 then I should be able to communicate with someone that can understand me and whom I can understand. It's not happening as I hear it daily. Bad reps with bad English is not why customers pay premium money to Verizon. It's not the accent it's the fact that problems can't be solved! It's like talking to a wall with a transfer button.

@2kzx+1oz7QxAR Yes…. Outperforming so much that 2 (or was it 3???) larger, offshore call centers have been shut down completely due to ethics compliance with offshore reps slamming accounts, leaving corporate reps to clean up their lies and unethical behavior. The biggest joke is…. The numbers being presented don’t actually tell you there were 2 1/2 times more offshore reps than corporate reps. It just says PSO’s did x amount of step ups compared to corp reps. Yet when averaged out, they were pretty much the same- except corp reps didn’t slam accounts to generate false numbers. Oh…. And corp reps customer satisfaction was STILL 10% higher. GTFOH

When the majority of your frontline facing reps are SPOs you’re having the majority of your calls taken by new hire essentially.

They only started with the “out performing” narrative after they laid off all the tenured reps, forced department transfers instead of selectively hiring over and over, and made the metrics sales oriented how odd. Show me transfer %, 7 day resolution, and overall churn rates if you want to convince me.

We tried to save money but ended up costing ourselves more. Just look at the net subscriber loss in quarter 1 and quarter 2. Can anyone see a direct correlation? You can re-allocate numbers and misdiagnose the stock falling by saying it's 'the rates' all you want. At the end of the day the proof is in the pudding. And this pudding looks a bit moldy. Someone tried to save too much money and ended up corrupting the whole batch of pudding. Now is when they would try to save the batch and backpeddle, but it's all already corrupted...

@5jgh+1oz7QxAR Please enlighten us on how we should respond when customer after customer complains about reps that can’t comprehend them or that their english sounds like speaking to a toddler or cave man? Should I lecture the customer about being not being racist? You can scream racism all you want but at the end of the days these
People just want their issues taken care of, they are not calling into play 20 questions. If one customer gets stuck on the phone for 2 hours, gets passed from one rep to the other and none of them understand what she wants and speaks like a toddler, does that customer not have a right to be angry?

Sadly, the folks taking the calls did not get enough training before the switch was flipped and their supervisors did not either. CUSTs come to the store saying their issue is documented and comments are in the account. They were “on the phone for hours” and they’ve been told we will do XYZ. I, too, have been on the receiving end as a CUST calling in. The person didn’t know what the words I was using to explain the issue meant and refused to transfer me to tech for assistance or their supervisor.
For the first time they are getting paid better than ever and just doing their best to hold on to a job dealing with American customers who often have no manners or patience. And yes this is exactly what Verizon has knowingly signed up for

Comprehension is definitely a problem. And, we should neve have hired them. The real problem doesn't lie with us, though. The ones to blame are their parents and our school systems. Mom AND Dad (yes, both) should be there making sure their kids are going to school. Mom and Dad should be helping them with homework and encouraging them to work hard and succeed. Instead, we have absentee parents who don't value an education. On top of that, the schools have given up on teaching the kids.. After all, if Mom and Dad don't care, why should the teachers.
One of my friends works in an inner city school in a major city... During parent/teacher conferences, the teachers ran a study.. they gave each parent a questionnaire to fill out. It turns out the parents think their highest priority as a parent is to ensure their kids have the most fashionable clothes! They actually ranked having the latest sneakers highest... buying them a computer to assist with schoolwork was at the very bottom of their priorities!
No wonder these kids grow up to be thigs and criminals! And, no wonder, the ones who want an honest job are incapable!

For everyone calling it a racist thing, the accent isn’t the main problem. The problem is that you can tell they are obviously able to read the scripts provided but are not comprehending the words coming out of their own mouths, much less those coming out of yours. I honestly feel bad for them, (feel worse for our people they replaced but that’s a different issue) the lack of comprehension is not their fault, it’s ours for hiring them, hopefully they haven’t learned our cuss words yet. Well I feel bad for them until they hang up on me, a cold transfer would be an improvement at this point

You know it's bad when you're own customers that can't speak English also can't understand what they are saying.

Why would you apologize for someone's way of speaking or accent ? Wouldn't that make you a jerk just as well ? And wouldn't that also make you racist and agreeing by apologizing
S.m.h..what a company LOL

Mushmouth lives!

3nec+1oz7QxAR... I have the same problem. We need to clean house before anything else.

I don't apologize as such. It's more like rescue. My coworker speaks a dialect of eb0nics that only "brothers" can make heads or tails of, apparently.
After a few minutes of trying, every one of our customers come to me with a pleading look in their eyes. I'm sure HR would be involved if I actually apologized.

No. Employees in India and the Phillippines do their jobs way better than US employees regardless of how well they speak english.
Hence why leaders decided to outsource.

For those that chose to stay 🙏 but for me personally watching this unfold from the outside 🎉

No I don't appologize I tell them they need to learn to speak indian and get over the fudge over it, Like seriously get gud you english speaking scrub

I hear it daily.

No Nintendo!

Until the customer stops doing business with these companies that are "American in Branding Only" nothing will change. Holidays this year are going to be interesting.

No