A recent chat between a Verizon customer and a customer service representative has sparked a conversation about the intense pressures faced by sales reps in the telecommunications industry. The situation took a bizarre turn when the Verizon rep, identified as “Angel,” explicitly pleaded with the customer for the highest possible feedback score. The performance metrics employed by major carriers are designed to pressure representatives into meeting sales quotas. Many reps encounter workplace consequences if they fail to sell a specific number of accessories, device insurance, or other add-ons, leading to accusations of unethical practices, such as adding unauthorized items to customer invoices.
This culture has been largely shaped by the executives at companies like Verizon, T-Mobile, and AT&T. In the chat session, after assisting the customer with international data and roaming issues, Angel sent an unexpected message begging for a score of five on the feedback survey. The rep stated, “Please give me a five, not a four or below. I’m begging you.
I don’t want to be in hell.” This frantic plea highlighted the anxiety reps face regarding their performance evaluations. Angel added, “I am very sorry. I hope it was a five out of five service!
Please have mercy!”
The importance of these scores cannot be overstated. A former Verizon representative explained that anything below a five is considered a failure and can directly impact a rep’s pay. With this knowledge, customers may not realize that their survey responses have genuine consequences for the representatives they interact with. This dramatic incident underscores the challenges and ethical dilemmas faced by customer service reps in a competitive industry driven by sales metrics and pressure from corporate executives to maintain rising revenue.