Slashdot Mirror

← Back to Stories (view on slashdot.org)

Verizon Makes Offering Service Blocks a Fireable Offense

Posted by Soulskill on from the customer-is-always-ripe dept.

Presto Vivace sends in a report from David Pogue at the New York Times, who learned from a Verizon customer service representative that the company has implemented a policy of punishing employees who suggest certain service blocks to customers looking to avoid unwanted or accidental fees. According to the representative, offering (for example) a web access block or premium SMS block without the customer asking for it can now lead to a reprimand or outright termination. The CSRs have also been directed to avoid issuing credits for such charges. "Essentially, we are to upsell customers on the $9.99 25mb/month or $29.99 unlimited packages for customers. Customers are not to be credited for charges unless they ask for the credit. And in cases such as data or premium SMS, where the occurrences may have gone months without the consumer noticing, only an initial credit can be issued."

5 of 370 comments (clear)

  1. Surprise? by colinrichardday · · Score: 5, Insightful

    Is this really such a surprise?

  2. Customer Service Is a Misnomer by qbel · · Score: 5, Insightful

    It is very likely the customer service representatives who are offering those service blocks to better accommodate those customers are the better representatives who are actually trying to do a good job. And people wonder why customer service for some companies is so horrible, it is because of policies like this.

    1. Re:Customer Service Is a Misnomer by Jah-Wren+Ryel · · Score: 5, Insightful

      It is very likely the customer service representatives who are offering those service blocks to better accommodate those customers are the better representatives who are actually trying to do a good job. And people wonder why customer service for some companies is so horrible, it is because of policies like this.

      Its the bean-counters' fault.
      Revenue losses from service blocks and credits are really easy to measure.
      Profits from customers made happy by good customer service are really hard to measure.
      So, as is frequently the case when organizations become hyper-focused on metrics,
      decisions get made that maximize metrics but don't make good business sense.

      --
      When information is power, privacy is freedom.
  3. Re:Customer Service by nitehawk214 · · Score: 5, Insightful

    All snarking aside - this is a case of CSRs forgetting who they work for. They work for Verizon - NOT the customer. They have to keep "what is best for Verizon" in mind when dealing with customers.

    All snarking aside - this is a case of Verizon forgetting who they work for. They work for the Customers - NOT the money. They have to keep "what is best for Customers" in mind when dealing with money.

    Yeah, I know I am full of crap. I hate big soulless companies too. But if their policy is to screw their customers at every turn, they will lose me as a customer.

    --
    I'm a good cook. I'm a fantastic eater. - Steven Brust
  4. Re:Should be automatic by TubeSteak · · Score: 5, Insightful

    No, the one thing we do NOT need is more federal regulation. There are plenty of other companies to choose from; pick a prepaid company and work with them.

    As a country, we decided a long time ago that consumer protections are more important than allowing the free hand of the market to work its magic.

    In other words: just because there are better options, doesn't mean we should allow abusive practices to continue.

    --
    [Fuck Beta]
    o0t!