04-05-09 06:42 AM
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  1. esteem95's Avatar
    Has anyone else had the issue that Verizon is no longer allowing you to talk to a Supervisor?

    After insisting last week, I was told that I would be called within 24-48 hours by a supervisor. I am still waiting for that call.

    My Mom who is also on my plan asked to talk to a supervisor last night, and was finally put on hold, and then disconnected.

    Does anyone know what is going on?
    It is not that we don't want to get you a supervisor. The funny thing about asking for a supervisor is that as a customer service rep for VZW we are all impowered. So 9 times out of 10 the supervisor is either going to tell you the same thing we told you, or something slightly different. If you were calling in for a credit or free phn as so many of our customers do, the credit the representative is offering is either going to be the same as what the supervisor is offering or even a better credit than what the supervisor is going to offer you. When the call back is offered the Supervisor will call you back in that time frame, atleast that is how it works in the VZW call center that I work in.
    03-28-09 11:40 PM
  2. TwinsX2Dad's Avatar
    if call volume is to high they may be using an outsource company wish in most cases are limited to what they can do ...
    Everything in your post I agree with, except the above. One nice thing about VZW is when you call 611, you always get an American VZW employee. They don't outsource. I don't believe T-Mobile does either. AT&T & Sprint do, though.

    Posted from my CrackBerry at wapforums.crackberry.com
    03-28-09 11:43 PM
  3. MYQX56RULES's Avatar
    Everything in your post I agree with, except the above. One nice thing about VZW is when you call 611, you always get an American VZW employee. They don't outsource. I don't believe T-Mobile does either. AT&T & Sprint do, though.

    Posted from my CrackBerry at wapforums.crackberry.com
    I never said outside the us...and like I said before I didn't work for A cell phone company, but my company did outsource NON PAY DISCOS , SOME TECHNICAL AND BILLING with companies like ATS that handle calls for third party's,anyway good to know VZW keep's it home
    03-29-09 12:05 AM
  4. lastraid's Avatar
    I never said outside the us...and like I said before I didn't work for A cell phone company, but my company did outsource NON PAY DISCOS , SOME TECHNICAL AND BILLING with companies like ATS that handle calls for third party's,anyway good to know VZW keep's it home
    Time for clarification here:

    VZW does have some out source centers, but they are all in the good ol US of A.
    03-29-09 08:31 AM
  5. MYQX56RULES's Avatar
    Time for clarification here:

    VZW does have some out source centers, but they are all in the good ol US of A.
    There...you go ! I knew it ! to go good to be true,but still in the US so is ok
    03-29-09 05:28 PM
  6. TwinsX2Dad's Avatar
    Time for clarification here:

    VZW does have some out source centers, but they are all in the good ol US of A.
    But those are marketing centers, aren't they? I was told customer service is 100% in-house.

    Posted from my CrackBerry at wapforums.crackberry.com
    03-29-09 09:23 PM
  7. lastraid's Avatar
    But those are marketing centers, aren't they? I was told customer service is 100% in-house.

    Posted from my CrackBerry at wapforums.crackberry.com
    Nope, there are CS and TS folks there as well. They handle overflow and then xfer to us after they fubar the situation.
    03-29-09 10:17 PM
  8. TwinsX2Dad's Avatar
    Nope, there are CS and TS folks there as well. They handle overflow and then xfer to us after they fubar the situation.
    That explains it. Is Tucson an outsource?

    Posted from my CrackBerry at wapforums.crackberry.com
    03-29-09 10:41 PM
  9. ladymeggs's Avatar
    My center doesn't handle Verizon. But then, Tucson has ALOT of call centers.
    03-29-09 11:02 PM
  10. TwinsX2Dad's Avatar
    My center doesn't handle Verizon. But then, Tucson has ALOT of call centers.
    As does the good side of the river.

    Drive down the street and what do you see?

    Walgreens
    Circle K
    CVS
    Walgreens
    Call center
    Cacti
    QuikTrip
    Call center
    Bank
    Walgreens
    Circle K
    CVS
    Walgreens
    Call center
    Cacti
    QuikTrip
    Call center
    Bank
    Walgreens

    03-29-09 11:17 PM
  11. eissacdn31rf's Avatar
    Nope, there are CS and TS folks there as well. They handle overflow and then xfer to us after they fubar the situation.
    WRONG.
    We NEVER :fubar: any situation. Pretty sure my "outsourced" center has higher quality/fcr scores than any internal center.


    We must be fubar-ing SO many things
    03-30-09 04:03 PM
  12. eissacdn31rf's Avatar
    a good example is what's happening with the storm everyone talking about vzw this... vzw that... but hey they didn't make the phone R.I.M DID but as a customer we want them to be responsable.sorry going out of subject...JUST BE NICE...BE CALM...AND HAVE SOME PATIENCE and what ever concern you have will be fix .

    amen. It's always nice to have SOMEONE realize that it's not Verizon Wireless who makes the poor device, it is the producer of the device (this case, RIM) but it's always nice to get an earful about how WE owe them SO much because "our phone" is not working.


    ahhhh. /lovescustomers
    03-30-09 04:08 PM
  13. TwinsX2Dad's Avatar
    WRONG.
    We NEVER :fubar: any situation. Pretty sure my "outsourced" center has higher quality/fcr scores than any internal center.


    We must be fubar-ing SO many things
    Best thing is not having to deal with CS at all.

    And, the best thing for CS is not having to deal with me!
    amen. It's always nice to have SOMEONE realize that it's not Verizon Wireless who makes the poor device, it is the producer of the device (this case, RIM) but it's always nice to get an earful about how WE owe them SO much because "our phone" is not working.


    ahhhh. /lovescustomers
    You mean you didn't hold a gun to my head & insist that I but YOUR phone?

    Sheesh - what kind of service do you provide?

    Posted from my CrackBerry at wapforums.crackberry.com
    03-30-09 04:19 PM
  14. eissacdn31rf's Avatar
    I think every customer needs to be put in our shoes for just one day. That's all.



    pppfttt CS. What a joke
    03-30-09 04:21 PM
  15. gotblackberry's Avatar
    WRONG.
    We NEVER :fubar: any situation. Pretty sure my "outsourced" center has higher quality/fcr scores than any internal center.


    We must be fubar-ing SO many things
    I doubt this.. highly. If you work for ACS, I even doubt it more.
    03-30-09 05:27 PM
  16. TwinsX2Dad's Avatar
    I think every customer needs to be put in our shoes for just one day. That's all.



    pppfttt CS. What a joke
    I believe Clark Howard calls it "Customer No-Service" or something like that.


    The reality is that probably a fifth of all callers have something unreasonable to demand. The job of CS is to educate them in a way the customer thinks they got a good deal. And it is always the difficult calls the CS soul remembers.


    A few years back, I had an issue with the local cable company. Someone in their accounts receivable department misapplied my payment and I received notice from them. When I called, the CS person was having a bad day & told me that I must have done something wrong - not a good thing to tell someone on auto-pay on a credit-card dedicated for the purpose. I lit into her like napalm in 'Nam (oops - this might have offended someone - oh well). She finally got it figured out & corrected the problem. Bless her for her staying power.


    About 18 months later, I called them back to discontinue service because I ordered fibre optic service from another carrier. I got the same person on the phone. Before she got my account info to pull me up, I gave her my name. I could almost hear a gasp before she said, "I REMEMBER YOU!" And she did, too.


    I leave a lasting impression on people.

    Posted from my CrackBerry at wapforums.crackberry.com
    Last edited by TwinsX2Dad; 03-30-09 at 05:39 PM.
    03-30-09 05:27 PM
  17. gotblackberry's Avatar
    I've had the same customer a few times. It's very rare but it's interesting when it happens and they don't realize it and they try to tell you what you said on the previous call..and it's completely wrong.
    03-30-09 05:34 PM
  18. eissacdn31rf's Avatar
    I doubt this.. highly. If you work for ACS, I even doubt it more.
    this is truth, my friend. However, we are Tech.
    03-30-09 05:42 PM
  19. gotblackberry's Avatar
    Maybe it's different in tech. I just know I worked for ACS before I went direct and it was horrible.
    03-30-09 05:44 PM
  20. eissacdn31rf's Avatar
    Yeah, apparently this center is amazing, I don't get it cause' well, I look around.. and yeah.


    but still, we're awesome?
    03-30-09 05:57 PM
  21. gotblackberry's Avatar
    Which center? I was in auburn and I remember my training class started with 25 people.. graduated with 8 and everyone had quit/got fired within the first six months.
    03-30-09 06:14 PM
  22. eissacdn31rf's Avatar
    Boise.. haha, my "graduating class" was about half the class that started. Now there is like, 3 of us. It's bad news.
    03-30-09 06:49 PM
  23. gotblackberry's Avatar
    ACS is just a bad company. Instead of spending so much money on training because they have such high turnover they should invest in either a higher hourly wage or a different pay structure then what they had for CS.
    03-30-09 07:01 PM
  24. TwinsX2Dad's Avatar
    ACS is just a bad company.
    Agreed. I wouldn't keep the company of American Commie Socialists either.

    As you were.

    Posted from my CrackBerry at wapforums.crackberry.com
    03-30-09 08:03 PM
  25. MYQX56RULES's Avatar
    Not much of a difference between call centers ha ? but hey is better than many jobs out there and specialy right now ! besides depending on your department money is not that bad specialy SALES WAM BAM THANK YOU MA'M..." my bill this...my this is not working..(BAM)TRANSFER ...let me get you to the right department
    03-31-09 10:07 PM
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