Service of Making it Hard to Pay a Compliment

October 10th, 2016

Categories: Customer Care, Customer Service, Repair, Responsiveness, Telephone Service

Kudos

According to an article in Bulldog Reporter, 71 percent of office workers in a survey responded that they “are likely to contact a company with feedback after a good customer experience.” [I realize that the operative word is likely.] Nevertheless, I do this in 98 percent of instances. But sometimes a company makes this hard to do.

If you’re a Verizon customer you may notice the company doesn’t provide a contact phone number [!] on its website and if it does, I couldn’t find it. A Google search didn’t help either. It turned out I had one in my phone’s address book. So here’s my story.

buzzing on phone lineOur house is on a country road that isn’t a profitable place for Verizon’s landline business so maintenance isn’t a priority. [Verizon mobile phones don’t work there at all.] The buzzing on our landline recently became overwhelming so I finally called for service. Someone came a few days later and when he left, we could no longer receive calls which we learned the next day—Saturday–when I looked at my mobile in a place it did work and saw texts and emails from folks who had tried to call.

Long story short, the dispatcher sent someone else immediately, and he was wonderful. After tracking down and fixing the reason we no longer could receive calls he said that the buzzing on our line was still unacceptable and he wanted to fix it. [If he thought the improvement was bad, he should have heard the deafening noise before.] He drove down the road and worked his magic on a pole high in the sky and our line is clearer now than it has been in many years.

telephone repair on poleI wanted to send an enthusiastic note to his supervisor or department head and while he shared his first name and employee number, he didn’t know who that would be. [He probably isn’t allowed to give it out.] When I called the dispatcher she had to ask her supervisor and eventually she gave me a general phone number where I left my message that I fear won’t be heard or reach his file to do him any good.

Have you ever run into such a situation? I wonder why a company doesn’t want to hear about exemplary employees in a way that can do their staffers some good by easily adding a kudos to their files.

 Dont want to hear

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6 Responses to “Service of Making it Hard to Pay a Compliment”

  1. hb Said:

    Yes, I have encountered companies before which were not eager to receive positive feedback about their employees. They were generally of two kinds. Either they were unionized and seeking to rid themselves of their unions, or they operated in radically different authoritarian cultures.

    In this instance, Verizon is seeking to rid itself of its landlines business. It does not want to hear anything positive and favorable about this “old fashioned” public service.

    In the interest of transparency, the undersigned is a Verizon shareholder.

  2. Jeanne Byington Said:

    hb,

    May I assume that your stock covers all Verizon business–mobile phone and FIOS–which should be OK.

    As I read your comment it also occurred to me that Verizon may not want to make it easy to reach them by email or snail mail because not everyone trying to get in touch has a happy tale to tell. The previous repairman semi-fixed our buzzing while apparently setting off another problem.

    You are right about Verizon downplaying and deleting landlines from its services. Sad as they are the most reliable communications tools in emergencies. When our lights go out, I can call Central Hudson, which would be hard to do if a mobile phone needed to be charged and there was no electricity, [that is, if mobile phones worked there]. Given that Verizon hasn’t built a tower to accommodate mobile phones where I live, [or hasn’t persuaded the company that would build a tower to do so], they are stuck with having to deal with landline customers. I fear for the future of the excellent phone repair man who saved our ears from crackling and buzzing.

  3. Lucrezia Said:

    Surprising, since every time I contact Verizon there’s an email requesting feedback.

    A number of years ago, I wrote praise about several post office people, in space specifically created for that purpose, and the commendation was never reached their respective records. Back to Verizon — who knows whether or not their people are treated in the same shabby fashion?

  4. Jeanne Byington Said:

    Lucrezia,

    I received smoke signals from Verizon via text and all said not to respond…they were appointment confirmations. I suppose I could write the chairman but I felt it would be overkill and might get the wonderful repairman in trouble for putting me up to it or doing too good a job for a business the company wants to deep six.

    Booo to the post office. I wrote Metro North in 2012 about an amazing conductor and covered it in my blog–http://blog.jmbyington.com/?p=6850, “Service of Good Samaritans.” If I remember correctly, it did hit his file but he was soon retiring another conductor told us.

  5. Kathleen Said:

    You’re so correct about Verizon and service in rural areas. In our upstate cottage, we’re serviced by landline with Verizon and also have had static problems. The repair people are the greatest; in some cases spending hours trying to fix the problem. They, too, had to find the main box and climb up the pole to do whatever it is they do. People in the central office convinced us to upgrade to a better system, which we agreed to. But the repair people just laugh and say it’s impossible to install in our area. They would LOVE all of us to get rid of our landlines because they definitely are not making any money on us. Interestingly enough, a few years ago, finally, a tower went in for internet service but it was AT&T that became the provider and VERIZON wanted no part of it.

  6. Jeanne Byington Said:

    Kathleen,

    I understand that mobile phones using AT&T work at our house. Trouble is, AT&T doesn’t work so well in 99 percent of other places I work/live….

    Interesting what you say about the tower. I think everyone uses Verizon’s wires for landlines. Years ago we fell for what we believed was a much cheaper provider. We learned our lessen when we’d lost phone service after a hurricane. After three weeks of no phone–because Verizon fixed its customers’ phones first which made sense–we changed again and never looked back.

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