It’s funny how management was always telling us to sell sell sell, follow the prices even if I had to sell to 90 year old lady who is being transferred to assisted living facility who needs a landline just so she can talk to her son every Sunday but I have to ask her does she stream and she don’t know what that is. All of a sudden we customer focused it’s now be nice to the customer do what’s right for the customer, whatever, we have always said that but this regime was always about money money money and now look Dan laying people off left and right. We did this to our selves! Yes everyone is in the business to make money but let’s use common sense. Customer dies , but you want us to ask the daughter or son do they want to take over the internet. Yeah change this sh-t Dan!!
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Same. Direction given by people who don’t walk in our shoes. Regardless of reason, find an alternative. Been that way for years.
@OP sounds like you've had horrible management. I would never ask my reps to do any of that. I would tell the rep to get that old lady a home phone connect or a flip phone and help her to her car. The deceased person i would take over for the rep and make sure the kids don't have to worry about a bill to ease their hurt. I think you were just trained by horrible people.