Brothers and Sisters,
Can you believe 2009 is almost over? This year has gone by faster than any I can remember. I’m not sure if it is because I am getting older or if it is because we have been very busy.
Over the last month I had the opportunity to go to the Fiber Solution Center to sit with a few members and listen as they handle calls. As a former Fios technician, I thought I understood what their job entailed. But as I listened to the calls, I realized that those of you who handle these calls everyday have a thankless job!
Whether it was a customer or a Fios technician at the other end of line, they were dealing with someone very frustrated. It wasn’t like anyone was calling them to tell them thank you and their service was working fine. The only reason to call the FSC is if there is a problem.
Each member I sat with handled every call with not only the knowledge necessary, but also with courtesy and respect. If you are a Fios technician, next time you call the FSC please understand that the Network Technician you are talking to probably just hung up with either an irate customer or a FNFT that had a major problem. As a tech in the field you have the ability to get a break from a customer that is really difficult even if it is only for a few minutes. For our NT”s, every call is another issue to try to resolve for them. So, next time you have to call the FSC, please remember to treat our brothers and sisters with the courtesy and respect they deserve.
For our members who work in any of the customer call centers, I applaud you for having the ability to deal with irate customers on a daily basis. It is you who are on the front line with our customers and have the most influence on whether or not they continue to choose Verizon.
I would like to wish everyone a Merry Christmas and Happy New Year!
In Solidarity,
Danny Alfonso
