Customers are leaving in droves due to customer care not being able to handle a simple resolution. And verizon thinks they are a premium brand? Yet at the same time the leaders want to stop the bleeding? I think there may be a large corolation between this change and the bleeding that we see currently. Perhaps we need to reverse course on this decision, call it failed and then get new representation for the company at the highest levels. Hanz you tried...and failed. Time to go.
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When you have very incompetent people running Consumer, this is what you will get. Has Consumer ever given good customer experience in the past 5 years?
How did I fail when I got a 23% raise last year? Explain that!
What I really want to know is, who is benefitting from the outsourcing. I get calls from cs reps everyday that sound like they know nothing. To clarify this is both on shore and off shore outsource reps, so the agent’s grasp of the English language is not the issue. It’s simple stuff that I learned like the first week of cs training back when I first started years ago. Half the time they can’t even tell me the phone number or the name of the customer. How can we serve our customers if our reps su-k? Is learning and development just twiddling their thumbs?
Don’t worry they have a ton of analytics that discover things before they happen and optimise our business strategies and solutions maximizing shareholder value. Shareholder value is the only thing valued just like every other company.
Verizon hasn’t been a premium brand since we had to compete with Tmobile pricing. Customers asked for lower bills. Today they’re receiving the Magenta brand pricing and customer service. One comes with the other 🤷♂️
Hans should've been gone years ago but big red loves to drink Kool aid and as a result bleeds out of it's you know what. Its Sony Ericsson 2.0 nothing new here