Move Over, Management! Employees Will Lead the Trustability Revolution!
Recently a Verizon Wireless customer-service rep blew the whistle on their own company, contacting a newspaper columnist with an allegation that Verizon is now coaching its employees in how to avoid giving legitimate refunds to customers. According to this employee, when people call to complain about unanticipated charges for data access, even though these charges are often due to the way the keys on Verizon's phones are configured (automatically accessing the Web and incurring a data charge, for instance, when they're accidentally pressed), service employees have been instructed NOT to inform customers about having the ability to block these types of accidental calls unless a customer specifically asks how to do so. Moreover, if a user complains about paying unwarranted charges after going months or more without noticing them in their statement, Verizon is only authorizing its reps to offer a single month's refund.
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