On what page in The Codes We Work By or in the Credo does it tell you it's ok to underman the business, then close out customer reported trouble Tickets that have not been gotten to in the allotted time, then make a brand new trouble ticket for the same trouble in order to restart the clock on it? Is this the Verizon way to serve the customer ?
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If you really want an answer to this contact your HRBP or EEO contact...asking on this board is ridiculous like many commenters.
diego the t-shirt boy will save us.
vz will win thru. They have so many talented people that no matter how many buck ups they make or how badly they treat customers, eventually, by sheer dogged blindness and a mountain of cash, they'll get it right. Of course the company body count will be horrendous, but it will please Wall Street, and who, really cares, counts, or remembers worker bees?
It is all spin and BS although I think this is what will get them in trouble, because it is true
http://local1101.org/node/14218
Everything is spin, a few months back they took out full page ads in major newspapers stating the perks of working here. At the same time they were at the table trying to take those same perks away.
Verizon hasn't paid in income taxes in years. They are experts at cooking the books. That is the true credo.
From here forward "they" means "the company, verizon."
"THEY don't care." As in THEY don't care about the customer and THEY don't care that you care about the customer.
And just because "they all do it," don't make it right.
In closing, this is what you get when nobody watches the watchmen.
You were an Eagle Scout right? I bet you were almost 17 before you found out Santa wasn't.........oh gosh how do I put this? May be kids reading this blog. Ok ok Santa is real. But the tooth fairy? uh uh. Sorry. AND Vz? Definitely the big bad wolf.
Watch the movie Falling Down with Michael Douglas? It explains how everything and everyone is lied to their whole life. In the movie Robert Duval tells Douglas's character, " they even lie to the damn fish." The government, big business, the medical industry that makes money out of keeping you sick and on meds, not from curing or preventing disease. The farmers with a terrible pesticide called " round up ready" sh-- from Monsanto, that even the Chinese won't take. It's all one big fat lie. How else do you think vz can pay NOTHING in taxes, despite making billions in profits? Just like they force feed animals and inject them with growth hormones to make them grow, so they, in turn, feed you bullshit and your job as a consumer is to suck it up, and shut the phuq up. God bless America.
Why yes, yes it is. Both internal and external customers. It happens every single day!
They all do it. ATT, Verison, IBM, Time Warner, Comcast, DirectTV, etc. Any company, with a call center, does the same thing. Everyone has to meet their metrics. Remember, the metrics, are set by someone that has never, ever, actually done the job. And, often by someone that has never walked through a call center. The goal is to meet some imaginary number, not customer service.
Which business unit does that? We are just leaving them open and gave new tickets that have not been touched that are over a month old.