Company of Potential, But Horrible Customer Service - Avis employé Tier I Support/Customer Service Advanced Tech Support

• Lunch/Meal-Time — Although the company provides free lunch, you have to eat your lunch (most of the time) while on the phone with customers because there is no official lunch-break • Breaks — Company allows only two 15-minute breaks—most of the time you have to beg for breaks due to non-stop inbound calls from customers, and you would need management's approval for breaks. • Restroom Breaks — You always have to let management know that you are going to the restroom. If you do not, you will get a verbal warning, which could lead up to a written warning. • Day In The Life of A Tier 1 Technician: (8am - 4pm Shift) • Arrive to work 15 minutes before scheduled time to prepare to take notes (using notepad) for each session with customers when shift starts and open the two programs (I will not name out of respect) which we use to take calls and receive customer information. • When 08:00 hits, log-in to those two programs and almost immediately receive the 1st phone call. 1st phone call almost-always begin like this: Tier 1 Technician: Thank you for calling (insert company name), my name is (insert name). Can you please verify your name for me? Customer: My name is (insert first and last name) and you guys were working on my computer all night and still is running slow. I paid over +$300 for your services and my computer is worse off than what is was before. This is my 3rd (4th or 5th) time calling and if this computer isn't fix by today, I want my money back! Tier 1 Technician: (read empathy script) I am sorry you are still experiencing this/these issues, it is my goal to resolve this issue(s) as quickly as possible, (blah blah blah) • After 15-30 minutes of trying to get remote access to the customer's computer, we (as Tier 1 Technicians) finally begin to try and troubleshoot the customer's issue. Keep in mind, we are only allowed a 15-20 minute call timeframe. If we go over 20 minutes, expect a supervisor or floater (a supervisor who walks around to assist Tier 1 Technicians) to breathe down the back of your neck wondering why the call is taking so long and wants you to wrap up the call with the customer. • Overall Message — Customer Service here at this company is a joke. Personally, I feel hurt everyday as I speak with and get to know some of the customers I speak with on the phone, knowing that our company sells them garbage software products which really cause more problems than good. I got written up because I spoke the truth to customers letting them know that the products we sell are no-good for them. The Sales Team almost-always lie to the customers so they can make a quick buck, and scam these un-informed, elderly, and in-experienced PC Users. Everyday as I work there, I am closer and closer to just walking out on the company because they have shady business practices and I pray to God that some change would come to promote more Customer Satisfaction than Call Resolution Time (or excellent call-times). For potential employees for this company, be aware of what I typed here. You may see a pretty side during training or even during the interview process, but once you hit the call center, you will be just another cog in the big gears of lies and deceit. For potential customers, be very aware of what I typed. The Sales Agent will tell you anything so you will purchase our $250+ Services and Support, and even more for our software products. Steer very clear from this company.