<![CDATA[James At Verizon Fiber Solutions Center Deserves A Cold Beer - Consumerist Comments]]> <![CDATA[James At Verizon Fiber Solutions Center Deserves A Cold Beer - Consumerist Comments]]> <![CDATA[James At Verizon Fiber Solutions Center Deserves A Cold Beer]]> Way to go James, keep up the good work, represent

easydoesit

]]> <![CDATA[James At Verizon Fiber Solutions Center Deserves A Cold Beer]]> Oh James, where were you when I needed someone, anyone at Verizon who cared. Perhaps the FIOS folks here in Texas were out-to-lunch while I waited on hold for ONE HOUR before hanging up. Or maybe it was their completely screwed up billing system that put me in the queue to nowhere. That's right - that hard copy FIOS bill with my (divorced and current) name and account number on it? Let me count the number of times I was told that's an invalid number. Oh but they could locate a defunct account for me in my former married name. And let's talk about Roy - the smart mouthed rep whose managers were all conveniently in a "meeting". That's OK because Roy was quick to point out that even though their billing system is hosed, they're not idiots I am because I should have known everything is tied to a home phone #. That's why that's the first question you're asked. I should've called them and had my accounts disassociated from that number before transferring it over to AT&T. What Roy didn't know was I went to AT&T after the debacle that is Verizon Voice Wing. Oh I could go on for pages about the joys of dealing with Verizon but alas, I switched to Time Warner today.

schnoodle

]]> <![CDATA[James At Verizon Fiber Solutions Center Deserves A Cold Beer]]> @bvita: "I'll bet that James worked for an outsourced vendor that provides support for Verizon. I don't think tha thier corporate mentality would provide that level of training!"

Nope, he's not outsourced, I work in the same Verizon Fios center he does. He's a good guy and deserves all the lauds he's currently getting. Go, James!

cambiata

]]> <![CDATA[James At Verizon Fiber Solutions Center Deserves A Cold Beer]]> Back when I used to do a similar job in a seperate industry, it surprisingly became easier to help others when I took an active interest in solving their issues. Once they realised I gave a damn, clients became more open about issues, and down the line it helped keep them with us and praising the support.

From a former CSR to an existing one, I raise my glass to James.

Jonax

]]> <![CDATA[James At Verizon Fiber Solutions Center Deserves A Cold Beer]]> Hey Verizon - This is how you KEEP customers and get new ones!

Hey Verizon - NOT this is how you lose customers and NEVER get new ones!

Pretty simple, you'd think.

ThunderRoad

]]> <![CDATA[James At Verizon Fiber Solutions Center Deserves A Cold Beer]]> James = argument for cloning.

picardia

]]> <![CDATA[James At Verizon Fiber Solutions Center Deserves A Cold Beer]]> It's a sad, sad day when what I would expect to be a reasonable level of support is lauded as being exceptionally outstanding.

sgodun

]]> <![CDATA[James At Verizon Fiber Solutions Center Deserves A Cold Beer]]> Cheers to James.

heavylee-again

]]> <![CDATA[James At Verizon Fiber Solutions Center Deserves A Cold Beer]]> My FIOS tech gave my their local direct-line for tech service, instead of making me call their "call center". Always got through on 1-2 rings and always got spectacular service.

flyingphotog

]]> <![CDATA[James At Verizon Fiber Solutions Center Deserves A Cold Beer]]> I'll bet that James worked for an outsourced vendor that provides support for Verizon. I don't think tha thier corporate mentality would provide that level of training!

bvita

]]> <![CDATA[James At Verizon Fiber Solutions Center Deserves A Cold Beer]]> Definitely a beer of his choice!

STrRedWolf

]]> <![CDATA[James At Verizon Fiber Solutions Center Deserves A Cold Beer]]> @rochec: but you're talking promotion in the sense that someone without his abilities will replace him & he will have no ability to affect real change among his subordinates.

i'm talking promotion in the sense that he imparts & monitors these novel ideas of "returning phone calls" & "mobilizing company resources" for the benefit of the customers (& the company) to techs.

it's great that james is good at his job, but he's using techniques that (while simple in concept) are rare in the industry. i would much rather see james train a dozen workers to respond in his manner than just have a single james answering the phone for the 1/100th of 1% of customers that call.

mac-phisto

]]> <![CDATA[James At Verizon Fiber Solutions Center Deserves A Cold Beer]]> Jeff is very patient. I would have preferred that they let me bring the router to the local Verizon for replacement. Instead they make an appointment for him and screw it up. The "news" part of the story is that James is a nice person?

Blog Nazi

]]> <![CDATA[James At Verizon Fiber Solutions Center Deserves A Cold Beer]]> I have to agree with Homerjay, Verizon FIoS support has been awesome. I had a tech at my house trying to replicate an intermittent problem, spent a couple of hours checking signal lebels and every connection in the house, and was unable to replicate the issue. He left his card and asked me to call him back if there were any issues. About 1 hour later, the problem returned, and I called the tech's cell phone. I fully expected to get "You will have to call customer service and schedule another appointment", but what I got was "I'll come back right after I finish up on this current job. Will you be there in an hour, or would it be more convenient for you if I came back later in the day?".

Verizon FIoS reps have always taken a personal interest in my problems (relating to FIoS that is...I pay my shrink for the other issues.)

Rachacha

]]> <![CDATA[James At Verizon Fiber Solutions Center Deserves A Cold Beer]]> i worked there (new england fios) doing the same job as 'james'. it's union job, and if you are good at matching the products with customer's needs, you can make 80K+ and the benefits are amazing.

i know when you call 1st level dsl tech support or verizon wireless you are dealing with an ill-equipped indian. but the business end and the residential and fiber are staffed with fairly smart and hard working people.

world-inferno

]]> <![CDATA[James At Verizon Fiber Solutions Center Deserves A Cold Beer]]> @rochec:

I second that. We need to keep the good techs on the phones, and not promoted into positions where they're less useful to us.

Cyfun

]]> <![CDATA[James At Verizon Fiber Solutions Center Deserves A Cold Beer]]> the sad thing is... he will probably get in trouble for going around "procedures" or not getting more money out of the customer in fees. meaning james will move on to other pastures and verizon will still suck.

overbysara

]]> <![CDATA[James At Verizon Fiber Solutions Center Deserves A Cold Beer]]> From one CSR/TSR to another, I raise my flagon to you James.
Prost!


half-beast

]]> <![CDATA[James At Verizon Fiber Solutions Center Deserves A Cold Beer]]> @mac-phisto:

That seems to be the exact problem. Those who tend to do their jobs well get promoted to positions where they don't have direct customer relations often and those who are causing all the problems are the ones who answer the phone.

James needs a raise, not a promotion.

rochec

]]> <![CDATA[James At Verizon Fiber Solutions Center Deserves A Cold Beer]]> sounds to me like in this tough job market, there's no such thing as being "overqualified".

now if only james was promoted to a level where he could disseminate his jedi customer service skills, balance would be restored...

mac-phisto

]]> <![CDATA[James At Verizon Fiber Solutions Center Deserves A Cold Beer]]> Now if we just had a bigillion of those what u call "james" at verizon.

Wess

]]> <![CDATA[James At Verizon Fiber Solutions Center Deserves A Cold Beer]]> I'd believe this if it happened in my area (northern MA) I'd believe it. Verizon around here is top notch.

homerjay

]]> <![CDATA[James At Verizon Fiber Solutions Center Deserves A Cold Beer]]> Story must be fake. Verizon spy or something.

rochec

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