 ender7074
join:2006-11-21
Saint Louis, MO
 ·AT&T Southeast
 ·Charter Pipeline
| Must take a saint. Having worked in both phone and internet support, I can honestly say I'd rather cut my own throat than do this job. These people are either the most patient people in the world or have no idea what they are getting into. I wish them luck either way. | |
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DaveNJ
No Fear
join:1999-09-01
New Jersey | Re: Must take a saint. But at least Verizon is attempting to make good with its customers. I know i could never do the job they are describing | |
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mongofl
join:2005-02-22
Lithia, FL
 ·Verizon FIOS
edit:
April 8th, @05:05PM
| Brandon, FL PAM's I have one of the PAM's in Brandon...service so far has been better, but they seem to get the same amount of misdirection as the customer. I had a billing issue, and the PAM had no special number...they just called the normal billing department and sat through the music until a rep came on, then patched me in. Better than before, but still needs some work.
From the actual email I had with my PAM in Brandon, FL.
"I spoke to someone and billing and they can't tell me what the minimum payment required is. They gave me a number and told me I would have to call them and then 3-way you in (that way you're not the one on hold). Will you be available to do this right now?" | |
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| | patcat88
join:2002-04-05
Jamaica, NY | Re: Brandon, FL PAM's Atleast the rep will know where to lie to CS to get the job done, or tell CS what to click lol | |
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artdiva04
@verizon.net
| I am extremely frustrated with Verizon FiOS billing. As with many other customers, I have triple bundle billing for FiOS but I am not receiving my $99.00 a month service as my contract states. I entered this contract on 8/07. They have over billed me consistently since then. My bill is $132.00 per month plus taxes with takes it to $152.00. they are making astronomical profits over billing their customers. Verizon has become the evil empire of this century. They talk about providing customer service representatives when defending themselves in the newspaper, but never provide a phone number or email address to contact these representatives. Try to look on their website or the phone book for a contact number or email for FiOS triple bill package service representatives. The numbers for individual FiOS tv, phone and internet services can not help you with FiOS triple bill package problems. I am disgusted and about to remove myself from this overpriced meglomaniac. I find tv boring, the internet too time consuming to navigate when researching and my home phone needs obsolete. | |
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Skeedatl
To Provoke and Annoy
Premium
join:2007-12-26
Laguna Hills, CA | Excellent idea Bonus pay depending on customer satisfaction.
They'll have an incentive to work on behalf of customers. | |
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| moonpuppy
join:2000-08-21
Glen Burnie, MD
·Verizon Online DSL
| Re: Excellent idea said by Skeedatl  :Bonus pay depending on customer satisfaction. They'll have an incentive to work on behalf of customers. Yeah, like these people will have any real power.
Strict instructions to avoid credits at all costs and mandatory upselling.  | |
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Skeedatl
To Provoke and Annoy
Premium
join:2007-12-26
Laguna Hills, CA | Re: Excellent idea Doesn't matter what Verizon does, some people will always bitch. | |
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vzw emp
@qwest.net
| This "PAM" sounds pretty much like what my employer calls a "CRM" (customer relationship manager). It can be a bonus to the customer (having one point of contact for all your needs, not having to explain a recurring issue, having someone who knows your account) as well as the company (satisfied customer's tend to continue doing business with you). The problem you run into is whether this person has the power to get things done. If they have the authority and ability to correct their customer's bills, schedule service, etc... then great. If they're only there to give customers someone to express their frustrations to (as the article seems to imply) then these "PAM's" are a waste of time. Why bother with a "PAM" if they still have to go through the regular customer service channel's to get things done? There's nothing more annoying than talking to someone who will refer the problem to "my supervisor" or "another department". If that's so, then why can't I speak to that person from the beginning?
This type of job is pretty hard on a person mentally. There's plenty of abuse and you have to posess a greater than normal amount of patience. To make it bearable Verizon needs to make sure that the people who do this job are empowered to resolve most issues on their own, not just pass them to the same people who don't seem to be working out in the first place. Otherwise, it's just a waste of time and money. | |
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jonnyb
join:2008-03-15
Haverhill, NH | Re: Excellent idea These people i am sure dont have access to most of the billing system as verizon's billing system has very sensitive information and there for they sound useless but i guess it is a great idea. | |
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major marco
Res Firma Mitescere Nescit
Premium
join:2003-02-13
Mission Viejo, CA
clubs: | Hey, Let's Pretend to Solve the Problem... This particular "solution" is called lip service. The "PAM" has no special knowledge, no special numbers and works on a bonus pay of how "satisfied" the customer is.
Translation = Shit shoveler. | |
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bobjohnson
join:2007-02-03
Titusville, FL
·RoadRunner Cable
 ·Vonage
| Re: Hey, Let's Pretend to Solve the Problem... said by major marco :This particular "solution" is called lip service. The "PAM" has no special knowledge, no special numbers and works on a bonus pay of how "satisfied" the customer is. Translation = Shit shoveler. It's a very good start though... What they need is for the "PAM" to have access to the billing systems and this solution would be perfect | |
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jjoshua
Premium
join:2001-06-01
Scotch Plains, NJ
edit:
April 8th, @10:09AM
| And when this doesn't work The PAMs will get PAMs.
Eventually, the PAMs will be outsourced to India.
Then, Verizon will offer "Expert PAM service" for an additional $4.99/month (plus taxes and fees). | |
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voiper
@twtelecom.net
| Re: And when this doesn't work said by jjoshua :The PAMs will get PAMs. Eventually, the PAMs will be outsourced to India. Then, Verizon will offer "Expert PAM service" for an additional $4.99/month (plus taxes and fees). Just like Viatalk with their "Priority Support" option.
I like it. | |
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| NY Tel
Premium
join:2004-04-09
Smithtown, NY
·Verizon FIOS
| said by jjoshua :The PAMs will get PAMs. Eventually, the PAMs will be outsourced to India. Then they would be known as Curry-PAMs | |
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jjoshua
Premium
join:2001-06-01
Scotch Plains, NJ
·Comcast
| Re: This reminds me... said by chakey : It was a much more pleasant experience than being on my own calling Verizon. Has anyone else experienced this? Or did I just get lucky? You got lucky? You spent 90 minutes of your time and didn't resolve your problem.
But as far as Verizon is concerned, you're satisfied.
LOL. | |
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N3OGH
They both suck, we're so screwed
Premium
join:2003-11-11
Philly burbs
·Verizon Online DSL
| Customer service is dead Has been for years in this country.
Seems like companies don't focus on the fundamentals any more. Superior product & superior service.
Treat employees with honesty and respect.
Do the same for your customers.
It's not a hard concept to grasp. Of course, everyone is focused on nothing but the bottom line anymore.
Sad....
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Petty people are disproportionably corrupted by petty power… | |
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| | moonpuppy
join:2000-08-21
Glen Burnie, MD | Re: Customer service is dead Too bad someone like him will not be popular on Wall Street. | |
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N3OGH
They both suck, we're so screwed
Premium
join:2003-11-11
Philly burbs | Good read... | |
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| rahvin112
join:2002-05-24
Sandy, UT
| Not entirely true. There a very good examples of companies that understand and strive to be the best at customer relations. T-mobile was excellent, if their actual service hadn't sucked so bad they would have been a keeper for me. Costco is another example of a company that puts the customer first. There are examples throughout the country that provide good service, often the difference is that they aren't always the lowest price.
The fact that you haven't run into any indicates that you shop only on price, not on the total experience. The fact is that if you are the walmart customer always looking for the cheapest deal you will miss the companies with the outstanding service that makes everything you buy from them cheaper in the long run because you avoid the issues that plague the low price shopper.
Don't blame the corporations for doing what the public wants. The public has uniformly shown that price matters more than service, the exceptions are standouts but often not the largest or the cheapest. Costco will never be as big as Walmart, they pay their employees well (starting wage is over $16 an hour), the provide good employee benefits, they have one of the best return policies in the US and they are relatively inexpensive. But they will never be the cheapest because they aren't willing to go the extra step and screw their employees and customers like a certain other chain.
If you want service, pay for it, demand the extra service, vote with your wallet and don't use the providers that don't provide the service and I guarantee they will fix the problem if enough people want it. | |
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dvd536
as Mr. Pink as they come
Premium
join:2001-04-27
Phoenix, AZ
| Re: Customer service is dead said by rahvin112 :Costco will never be as big as Walmart, they pay their employees well (starting wage is over $16 an hour), the provide good employee benefits, they have one of the best return policies in the US and they are relatively inexpensive. They USED to have the best return policy but due to abuse, its as shitty as any other big box store now.
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You can never be too rich, too thin or have too much Bandwidth | |
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mobybit
join:2005-08-02
Carrollton, TX
| I need one of those PAMs I used to be able to get some useful assistance via the FIOS support chat (»https://collaborateext.verizon.com/aims/···ios.serv)
Looks like they've dactivated the support chat (received during normal 8-5 business hours) :
"
Verizon Live Chat is currently unavailable. We are either experiencing high customer volume or the center is closed for the day.
We apologize for the inconvenience and invite you to use our Online Help tool to find answers to your questions, or contact us directly via email or phone. These options are located on the FiOS Support Page.
" | |
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tmazzullo
join:2003-09-06
Seffner, FL |  So far so good here!
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Your Own Personal FiOS Account Manager
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