The offshore (lack of) customer service is a large factor why customers don't trust Verizon!
You can't talk about Verizon being risk adverse, hung up on processes, and not being the best with the network anymore etc etc without talking about the absolute poor customer service we give !
And I don't blame the vendor reps, it's not their fault they're not trained.
When is Verizon's leadership going to take responsibility for offshoring customer service??
They will never admit their mistake.
Who cares. Take your money and stfu
Our outsourced customer service is terrible. I give them a pass, they are doing their best but Americans find the language barrier frustrating. The vendors have high turnover therefore don't have many tenured, knowledgeable reps. On top of that, the Verizon systems they use are TERRIBLE. The update to ACSS months ago made it extremely slow. Add to that endless error messages and blank screens, they are set up for failure. Even on shore reps with 10+ years tenure are struggling.
Don't expect to hear anything. It's just a paycheck. You'll find out sooner or later.
Simply not true. Spectrum has 100% on shore call centers and a terrible reputation for service. End.
offshoring and layoffs which are cutting expenses do not solve a revenue problem.
Customer care is dire as an org… it needs new leadership. HCL need their a** kicked to deliver on their promises. Too many folks are interested solely in internal metrics and have forgotten the customer in all this
He always say we need to delight the customers
If he keeps customer service outsourced then he’s full of cr-p