With Dan acknowledging our customer service is horrible, did customer experience execs (Ken lain, Suzanne Norton) keep their job or were they impacted with the RIF?
9 replies (most recent on top)
@ex their, starts with the.
Ken is an absolute sweet talker. He is currently busy posting on LinkedIn and licking whatever is needed to stay around. Part of the problem!
@b2 selling isnt thier job. It distracts from thier purpose. That's a big reason why customer service is failing- the can't communicate well to the customer let alone sell them.
@b2
sales people are simply order takers at VZ
A.I is going to take the Customer Service jobs in 3 years or less.
This is even though A.I. gets cr-p wrong all the time.
But back to OPs actual question, people
When customer service starts selling, maybe we'll start paying. Show us you're worth more. Otherwise, you are just glorified burger slingers. You will be treated accordingly.
It won't matter until they start paying Customer Service better wages. You can't offer slightly better than McDonald's wages and expect to attract talent or keep reps who have a job of just getting yelled at all day. This includes the overloaded Sups as well
all oversight responsibility over customer segments should be evaluated and re-evaluated