Many customer service representatives are under immense pressure to meet sales quotas and achieve high feedback scores to avoid job loss. In a recent chat session with a Verizon customer, a rep named Angel went to extreme lengths to plead for a perfect score, fearing repercussions if he received anything lower. The customer was taken aback by Angel's desperate pleas for a top rating, creating a tense and uncomfortable situation.
The pressure on reps to secure positive feedback and push additional products or services on customers can lead to unethical behavior, such as adding unauthorized charges to invoices. This incident sheds light on the intense expectations placed on customer service employees in the telecommunications industry.
To show how seriously he needed that "five" rating from the Verizon customer he helped, Angel also wrote, "I am very sorry. I hope it was a five out of five service! I don't want to be in hell! Please help me. Please have mercy!"
A former Verizon rep says that Angel's desperation reflects the company's high standards for customer service and the significant impact that feedback scores have on employee compensation. Despite the uncomfortable nature of Angel's pleas, they highlight the flawed metrics system that incentivizes aggressive sales tactics and puts undue pressure on customer service representatives.
Executives at Verizon and other telecom giants prioritize revenue growth to boost stock prices, often at the expense of customer satisfaction and employee well-being. The reliance on metrics and quotas creates a toxic environment where reps are forced to prioritize sales targets over genuine customer care.
