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When service reps have no clue about their own products

November 21, 2013|By David Lazarus

Robert had a simple enough question: Is Verizon's FiOS service available in Palm Springs?

Yet when he called the company, a service rep was unable to provide a definitive answer, nor could she say when FiOS might arrive in the city.

ASK LAZ: Smart answers to consumer questions

That alone should serve as a wake-up call for all companies. It's foolish to staff your service centers with people who have no clue about the products or services they're representing.

It's disrespectful to customers and a pathetic reflection of the company's quality standards.

I contacted Verizon myself to get some answers to to Robert's questions. What did I learn? Check out today's Ask Laz video.

If you have a consumer question, email me at asklaz@latimes.com or contact me via Twitter @Davidlaz.

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