the importance of...(never dealing with BOA and Verizon)

Okay. As whoever has read the whole jolly thing knows, I have had a very BAD, EVIL experience with Bank of America Credit Cards and their collections department. I fulfilled the terms of the settlement plan offered me in May. However, the followthrough on BOA's end was less than spot on. Perhaps you could say the one thing they were spot on about was being incompetent and as unhelpful as possible. I talked to 2 people that were completely nice and genuine. My kudos to Alfred Robinson and Keith. The rest of you.... Mr Robinson swears that I will get a letter confirming I am through with those jokers in 15-20 business days. If this is a lie, I say lawsuit. I'm tempted to file complaints up their collective arse.

Next stop. Verizon. I do third party verifications for the landline customers. Here's what I say to Verizon...and other customer service reps.

1) Always make sure you cover all the bases you possibly can. Let people know when to expect fulfillment of your end of the bargain.
2) Don't blame others. If you cocked it up, own it. Own what the company did. You work for them. Thus it is an extension of YOU. Take some responsibility.
2a) I will note that this can be as simple as an apology. If this is impossible (you're in perfectly scripted job like me), express it in some way.
3) Be proactive. If this means research, do it. If this means getting back to the customer, let them know what you need to do...and DO IT. Take care of the customer that first time...don't diddle around doing nothing to increase the wrath.
4) If the customer asks for something...please do it. If you can't do it and whoever can is not avaliable...take a message.

This isn't just issues with Bank of America and Verizon. Customer service is a sad misnomer. I do what I can. But it's not just up to me and my friends. You need to help too. This is most specifically for dealing with TPV agents.

Don't curse at us. We may sound like machines, but we're not. We have feelings. If we say we can't answer questions, LISTEN. That's the most important thing. LISTEN. If you listened, you wouldn't have the problems that you seem to be having. It's not that I'm not sympathetic...I most like am. But once you tell me "fuck you bitch" or even a simple "fuck you"...you just lost whatever sympathy I felt for you.