He Said. She Said.

Welcome to the Verizon world of customer disservice. Everyone speaks a different language, and tells a different story. The reality and promises keep changing, and the rules are open to interpretation. When “He Said, She Said” becomes the rule of the day, customer service suffers. 

The key to good service are consistency and empathy. When all we have is a rule book, and every one reads it differently, only bad things happen. 

I marvel at the service disfunction of large companies. The folks at the low end of the totem pole, are clueless about what they do and why they do it — like helpless puppets with the strings in the hands of the equally clueless.