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Unreal customer experience with a chat agent AND supervisor
jayhawkbowler
Member

Do you call this acceptable customer service?  Make this right or I will SWITCH MY PROVIDER!

You:
Hold on. Before I do anything, I want to be guaranteed that by paying off the phone of $191, my new monthly bill will be $141. Also, you haven't told me what the package price is for the case, charger, etc. You're making this too difficult.
Brittany:
It's $99 for the package price of the bundle
Brittany:
I have said many times already that you will get the $141 with the trade in value.
You:
And am I paying that today or later? You mentioned paying only taxes today.
You:
The $99 bundle.
Brittany:
You can pay for it today or on your next bill.
Brittany:
I'm pretty sure I've said this already
You:
You know what, those snarky remarks have totally killed this deal. Is there a way I can report this to your supervisor? I'm no longer interested in chatting with you.
Brittany:
I didn't mean for it to snarky, it was more of a side thought, because I'm pretty sure I've said it
You:
Yeah, that is still not appropriate.
You:
Supervisor please.
Brittany:
I'll see what I can do
Brittany:
One moment, still taking to him.
Brittany:
I do apologize if that came off rude, I genuinely didn't mean for it to be. Do you still want to speak with him?
You:
I do
Brittany:
Great, let me start setting up the transfer
Brittany has left the chat
You are being transferred, please hold...
You are now chatting with Christopher
Christopher:
Hello! This is Chris, Brittany's supervisor. Allow me a few moments to read over this chat please
You:
Ok
Christopher:
Thanks!
Christopher:
I am sorry that you were dissatisfied with the interaction you had with Brittany. I can see how her words could have come off as rude. I can assure you that she did not mean it that way.
Christopher:
But, I will be happy to help you with placing your order today to make sure that you get the best deal possible!
Christopher:
Would that be alright?
You:
Yes. I'm a supervisor at a call center myself that also has a chat feature. I would definitely be having a conservation with that employee if they spoke to a customer that way.
Christopher:
I will be having a one on one conversation with them about their tone and how it could have interpreted in negative ways without meaning it. This is a common issue we face with some of our newer employees. Of course, I won't use that as an excuse. Again, I do aplogize for this interation on behalf of Verizon
You:
I would like your phone number and reference number for this to interaction. I have a screenshot of this interaction.
Christopher:
Due to security reasons I am unable to provide any personal information of mine or any of my employees. I hope you understand.
Christopher:
What I can do is give you our contact information for our Account Specialists. Would you like that information?
You:
If you're a supervisor, how is your number considered personal information?
You:
I would be giving my number is a customer asked for it,
Christopher:
I completely understand your frustration. These rules are in place to protect the personal information of both me and any employee of Verizon.
You:
Nope, I think I'm done. I will not be moving forward with this.
Christopher:
Your employer's regulations may be different. Regardless, I will be more than happy to help you with any questions you have on verizon services and products!
Christopher:
I completely understand.
Christopher:
Is there anything further I can assist you with to ensure that you have a pleasant experience chatting with me today?
You:
No, you were just as unhelpful as she was. Please send me the entire chat with you and her so. that I have it for reference when contacting corporate. What is your email address?
Christopher:
You are able to save our chat by simply clicking on the envelope in the bottom right corner of our chat, just in case you need to refer back to our discussion.
Christopher:
Once again, I am unable to give out personal information. But I can get you our contact us page to view all the options we have available to get in contact with Verizon!
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