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We have to deal with angry customers everyday because the wait times are ridiculous. My colleagues hardly speak English and we force our customers to jump through endless hoops to prove they are who they say they are. We aren't allowed to be practical and solve our customer's problems. I hate this.
What's going wrong and how can it be improved?
I've already explained multiple times.
What do your coworkers need to improve and how could you work together better?
We coworkers are not the problem. It's the ridiculous hoops our supervisors create for us and our customers to jump through. It's all based on mistrust. It's awful. I hate it.
What needs to change to make the company culture better?
We need to come up with a product that is simple to buy, simple to pay for, simple to use, and simple to update. We need to cut out all the bureaucratic mess that we're required to go through with customers right now. I really feel sorry for our customers. Their anger and frustration affects us.
What does the leadership team need to get better at?
We need to figure out how to trust our customers. Many of our customers are elderly, hard of hearing, and have never used texting yet we require them to read a six-digit number back to us using a text message. We also require them to tell us the last four digits of the serial number and a password.
Why do you feel undervalued and what would make you feel better about your compensation?
Our company has set ridiculous standards for our customers to meet in order to prove who they are. We ask for the last four digits of the serial #. Then we ask for the last for of the SIM #. Then we ask for their code which they've forgot. We send them a text which they don't know how to get.
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