Posted by Anonymous
I am actually a customer care call center rep and let me tell you..I understand why half the customers are mad when they call in..but half the time we literally can't do anything about it if we tried. And then it doesn't help that there is SO MUCH information we have to learn that just gets thrown in our faces before we get tossed on the phones, customers wonder why we are confused so often..not only that, but when demands are being thrown at us on the phone too when we can only do one thing at a time doesn't help either. Most of us are just trying to do our job, everyone has things they can and cannot do at work, including us. not only that, but every call, we have a huge LIST of sequence to follow that gets drilled into our head on a daily basis, we get in TROUBLE for handing out most credits. And we go into work every day and for the most part just get one phone call immediately after the other of people screaming at us before we even know what's wrong. And then we get threatened all day, I've been told things you couldn't imagine just because the rules of my job tell me I couldn't give them that free phone or credit the overages. And then customers tell us we are bad people for working for Verizon, or that we are losers, for starters, we hear this stuff ALL DAY, and all we are trying to do is pay rent and buy groceries just like everyone else. We can't work magic over the phone, and just because we aren't exchanging something or crediting something doesn't mean that we don't want to, really it means that we CAN'T. I'm sorry, but I'm not losing my job over a $50 dollar credit so I can wait a month to get a new job just to pay my bills. I've had times at work where I almost want to cry on the phone because this customer is SCREAMING at me and I can't do anything about it to help them. My point being, if you are mad at Verizon, be mad at Verizon, but don't take it out on a representative that's following the rules at work so they can continue to put food on the table.
