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When I need help!

Rabbit Ears

Sep 13, 2004, 10:31 AM
I have a question, it's basically a general Q. My understanding about over the phone customer service, and technical support is why the constant inconsistency of help methods, & answers to my questions. Is there not some kind of basic guidelines one must follow at a company such as this?
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schnozejt

Sep 13, 2004, 11:34 AM
Yes there is basic guidelines, but take into consideration how much a rep has to know. Also, take into consideration that there is sometimes going to be jaded employees who don't care. It also depends on what you mean by "help methods & answers to my questions." I've come across alot of customer's who get mad when you tell them the opposite of what they what to hear and you can't help them; i.e., telling a customer that we can't replace their phone when it has been dunked in water and when they declined insurance.

What did you need help w/ and what are your questions.
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TheVZWMan

Sep 13, 2004, 11:53 AM
A couple other things to take into effect is whether or not they are a seasoned rep or not, if you get a new rep on the phone chances are they aren't going to know everything that a 3 year vet would, also we have no script that we go by we're workin in the ways we know how to, if somebody knows something else they're going to do things a little differently, welcome to the human race, the only way to get complete similarities from rep to rep would be to replace all of us with robots! 😁
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schnozejt

Sep 13, 2004, 12:11 PM
I know more than some 3 year vets, and most people.
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TheVZWMan

Sep 13, 2004, 12:24 PM
which proves my point even more...the only way to get identical answers everytime would be to replace all employees with Robots. Let's me just pose this to everyone. Name one company that everytime you call them there answers are exactly the same to your question.
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phonepimp3376

Sep 13, 2004, 10:14 PM
Xerox... because they specialize in exact copies! lol
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TheVZWMan

Sep 14, 2004, 10:10 AM
::claps:: PhonePimp ladies and gentlemen, he'll be here all week. The 7pm show is unlike the 9pm. Enjoy the veal and be sure to tip your waitress!!
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Rabbit Ears

Sep 13, 2004, 12:38 PM
Thanks for the responses, tech support I could maybe understand if everyone's response was not the same, but what about a bill? Sometimes when I have called concerning my bill I seldom get the same answer for the reason for a certain charge, or if I ask about a possible credit some rep's have told me yes it's there. While another I call to 10min later will say, "nope don't see any credits here miss". I do realize that there can't be a perfect unifiable answer given by all rep's, & or reps giving answers for some other type of company. But, still like what about those rep's that just don't care. Why are they even still on the phones if they don't care?
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jeff351

Sep 13, 2004, 8:49 PM
A lot of times cust. service will get a call from someone upset who says they "always have to call every month for the same thing!" What is happening is they will spend half a day scrutinizing their bill, and will do everything they can to get credit, even for legit charges. Some people are expecting everything for free and get very very mad if they dont get it.
Regarding why you get different answers, it depends on how you pose the question. And why would you call back 10 mins later to ask the same question? To do the math & rerate a bill sometimes takes awhile, so a few times a week reps are allotted an hour or so to do all the followup work & post the credit at that time. Does it really matter if you get your credit in 1 min vs. 1 hou...
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Rabbit Ears

Sep 15, 2004, 9:03 AM
Thank you Jeff351 for your response to my Question. The little bit that I may know about working for any call center from what has actually been told to me. Is basically that the initial training that they get when employed is basically a introduction to the company & that's it. The true knowledge and experience that a rep may acquire is entirely from working on the floor. So from a few rep's that have stated this to me explains a lot. Rep's are not trained well enough before the hit the call center floor. And that is why there is so much inconsistence for the answers that we get from these reps. I have an acct with Medion PC's, Emachine PC's, Adelphia Cable for TV, & high speed internet. I have an acct with Progressive Ins., VZW, formerly o...
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Rabbit Ears

Sep 16, 2004, 2:52 PM
🙄 Just wonder if anyone has a response to my statement that I made the other day? "The little bit that I may know about working for any call center from what has actually been told to me. Is basically that the initial training that they get when employed is basically a introduction to the company & that's it. The true knowledge and experience that a rep may acquire is entirely from working on the floor. So from a few rep's that have stated this to me explains a lot. Rep's are not trained well enough before the hit the call center floor. And that is why there is so much inconsistence for the answers that we get from these reps. I have an acct with Medion PC's, Emachine PC's, Adelphia Cable for TV, & high speed internet. I have an acct w...
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schnozejt

Sep 16, 2004, 3:57 PM
That's not entirely correct. Reps get trained a lot about methods and procedures before starting the floor. But just w/ any job you get the best training from actually working on the floor. I personally, as noted earlier, know more that most senior reps
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