tlbepson
Premium
join:2002-02-09
Reston, VA
| reply to moonpuppy
Re: Customer service czars are worthless.....
>>No one wants to hear "I'm sorry you are unhappy" from a customer service drone who cannot or will not fix a problem whether or not they have the power to do so.
Having recently switched from Comcast broadband to Verizon DSL, my experience with Verizon "customer service" is not a pleasant one.
I am hearing impaired and use a special phone to make calls and the Verizon phone directory is just a nightmare for someone like me. I've called twice--I gave up on live chat!
The first call took 1 hour and 5 transfers--each time I'm transferred I have to explain again that I'm hearing impaired and that there will be a delay before I can respond to what is said because I need to wait for the speech-to-text conversion (via a communication assistant using speech recognition software) and then read the text. That gets really old the 3rd time you have to repeat it.
The second call I made took 2 hours and 11 transfers!
It's ridiculous that Verizon does not allow their customer service agents to actually do their job. It's so pointlessly fragmented or maybe it's deliberate so that the caller will give up in frustration? I've had a similar experience with Office Depot so it's not limited to Verizon.
The very best customer service experience I've ever had was with Staples online customer service. Staples allows their customer service agents to actually make decisions and they are given the power to resolve issues. It was so refreshing that I now make a point to shop at Staples either online or local stores.
I hope never, ever to have to call Verizon again. |
