I think all our customers and as well as our biggest complaints is the outsourced customer service. We need to bombard the next pulse survey with complaints. They are inept , incompetent and are not helpful
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I had a customer tell me that CS told him he'd get a $20 credit per line PER MONTH with 4 lines. I said no, maybe $20 one time per account. Possibly per line, but only one time. He said he called back to ask why it wasn't on his bill and they apologized for the mistake and said they would submit the form to get it applied.
I looked in their account remarks and it was true. Two different CS reps promised him $20 off per line per month and they "submitted" the request.
I messages both reps and both supervisors on slack to get a resolution or update and got no response.
Insanity. I told the customer that the credit would never happen and apologized.
When’s the last time you saw a pulse survey? Feels like since the initial layoff under Dan, there’s no pulse surveys coming…. In their eyes, Why take a test that you know you’ll fail?
if you give bad scores to the pulse survey, there are ramifications.
but you're correct, the poor customer service is linked to the poorly trained outsourced reps. but if senior management doesnt care, don't burn yourself out about it.
@bx I doubt that HR or any of the executives care what we think but they do care about receiving high scores.
Many of us lie and give high scores just so we don't have to deal with corrective action meetings and plans.
It is an incredibly flawed system/process.
@cj VZ needs more of you!
Did you actually believe the lip service? Winning back the customer would be so easy. Every single person in the org knows how bad our CS has become now that we are like every other company.
At the same time Dan said customer first, he moved a bunch of corporate stores to indirect. Those two things are diametrically opposed to each other
@cj You are not a loser! Customer service has the hardest job that wear many hats! I’m in customer service too!
The issue is not just the outsourced customer service. It is outsourced systems. Our customer service system is garbage. ACSS, OMNI, etc., are all designed and implemented by outsourced teams. I had the misfortune of being on teams that tested and gave feedback on these systems when they were being redesigned. It was all outsourced, and we had internal liaisons that lifted the feedback up the chain.
There are so many layers between the user and the teams that design and maintain these systems. Things break every day and take forever to be fixed. There are issues that have been reported at least a year ago, and they are still there. Our internal alerts page is full of workarounds for simple issues.
I am a high-tenure customer service loser, and I have like 20+ personal workarounds I use every month because the system is terrible. How can I expect an outsourced agent with a couple of weeks of training to learn these workarounds when I have trouble keeping track of what works and what doesn’t?
The OSTs have information that constantly contradicts itself. I sincerely hoped that our AI tools in ACSS would close the knowledge gap, but instead, it is just a sh---y chatbot that gives wrong information, takes up valuable bandwidth and slows my system down.
If our systems worked properly, then we wouldn’t even need outsourced customer service.
Pulse survey? You think HR is cares what we think?
Fact check: true