I remember when TC was unveiled, we were told it was "White Glove Treatment". I remember it was less than 30 second wait time which someone who had tech knowledge, Patience, and Customer service skills. Fast forward to today its completely changed. The reps are completely useless.. their main objective is to get out of helping the customer. They have negative attitudes that dont represent the Verizon brand. I called them today with a customer, once the customer stated they were in a Verizon store the TC rep immediately stated " Then Y you callin me fo? The customer and I were shocked at that response. I stated that I needed help syncing info from an apple watch to iPhone. The TC responded with a sigh. My appointment showed up and I went to greet them and returned to the orginal customer. The customer told me that the TC told her we know how to do it in store then rushed her off the phone. I put her on TC a few more times each time they found a reason to get them off the phone. Mind you this is a walk in person with an apple watch I did not sell them, I tried to help but I had an appointment come into the store. The point of tech coach is to support us with things like this. Customer told me that one of the TC was cussing at her kids who running around in the back round. Jesus christ.... we were able to fix the customer issue instore no thanks to them. So glad that's a paid service
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I remember when we all, as call center reps had to know how to do our job. I spend more time trying to find a rep to help a customer than I do my actual job because they get cold transferred to me. I’m completely baffled at the downward spiral.
That's what you get for slamming that sh--ty TMP product to fill your bucket.
We constantly have people come and say they were sent in by tech coach because they couldn't help them.
When a customer comes in for tech support or troubleshooting I immediately assess and size up the customer. If it is something I know will take little time to explain or fix I help the customer and open account up to explore a possible offer to make a sale. If it is an older customer and they have a smart phone I open account and select the “ click to call “ feature and choose what the reason for call is. They call the customer within seconds and walk them through everything. Thank You next ! I have also been telling customers we are not trained to deal with tech or troubleshooting ( 100% fact) and we have a dedicated tech support team which in most cases a customer is paying for( tech coach ). I’ve been doing this for the past 6 months and my job has become less stressful and frustrating.
I work in Tech Chat. Every last representative on our team is more competent and thorough than the garbage they employ with Tech Coach.
Tech coach is hot garbage. Seriously, every single time I have connected a customer with a tech coach representative has been a complete waste of time. All they do is try and rush the customer off the call by making up some BS as to why they are not able to help them. Why are customers paying extra on insurance for this garbage?
They think Apple watches have removable SIM cards too. They are id--ts