I had a supervisor who would refund/waive fees on escalated issues, *but* not without explaining to them that the first person they spoke to was correct. That he was making a one-time exception, and flagging the account so the next person who helped them would know their one-time had been used. He was one of the good ones.
@@christovog They absolutely got what they wanted. And there's a 100% chance that they will demand the same next time and likely get it depending on the magnitude of their fuss. My POINT is, that he tried. He stood up to them and he stood up for us. He did not just swing through like the fee fairy, make everything alright, and leave us looking dumb under the smug gaze of the customer. Pardon me for not clarifying that earlier but I guess I thought it would be obvious.
I went through this dance with Sirius XM every single year where they would jack up the price from $15 per month to $21 per month. I would be told, "nothing we can do" so I would cancel... and then go to level 2 where the rate was lowered back to $15 but there was "nothing they could do to lower the rate for that one month from $21 back to $15 so I would cancel and then go to level 3 where they would wave the extra $6. After doing this 9 times, and spending 30 minutes each time, I finally quit Sirius entirely. Six months later, they offered me a *lower* price than I had before ($5 a month). I had retired and no longer drove an hour a day in the car and I passed. 18 months after that they offered me $33 per year for 3 years. I signed up on the under standing there would be no automatic renewal.
All senior officers and board members should be REQUIRED to personally answer customer service calls for at least one day out of every month! THEY are the ones that make up unreasonable processes and fees and then hide behind lower management and customer service reps!
@@florencepierce1864Nope. I don’t want politicians spending time on welfare-that encourages them to raise taxes to increase welfare. I do however, think that the politicians who forced farmers to give up some of their land for growing trees should only eat paper until the price of eggs and other foods is at the rate it should be with inflation.
Just like School Board members, should have to put in time teaching the awful curriculums they approve. And in States that have severely LD kids having to take standardized tests, (this can include homeschooled severely Autistic kids😢) they should have to proctor those tests without paraprofessionals helping to keep these kids seated. We have to do customer service in the respect that parents take out their frustrations on the teachers and lower level administrators and most of the time the parent is not wrong, but should go rip the school board members a new one.
I worked as a nursing instructor for 15 years and I had a supervisor that did the same thing. She made rule for the students, but when we when I would try to make them follow her rules, all they had to do was go to her, and she would let them break the rule. I got to the point where I felt like trying to enforce any of her rules was setting myself to be the bad guy, so she could be the hero. I found it very frustrating.
This is so common for school teachers that we don't even think about it anymore. Every year the principal has a set of rules they want us to enforce. Then within a few weeks those rules are never mentioned again until the beginning of the next year.
Veronica is wrong here. Her job is to collect fees, not to question the company’s strategy. If the company’s strategy is to waive those fees at escalation department, so be it. Not her business. For the first time, Veronica is wrong here.
@@russelbiffs3683i mean that’s fine if that’s the company’s strategy but then she shouldn’t be scolded or penalized bcs the company makes the escalation department waive the fees, so I don’t believe she’s wrong
Veronica is wrong here. Her job is to collect fees, not to question the company’s strategy. If the company’s strategy is to waive those fees at escalation department, so be it. Not her business. For the first time, Veronica is wrong here.
@@russelbiffs3683 Watch the video again from the beginning. Veronica was following policy and was not waving the fees. The unhappy customers took it further by going to the escalation department who then waved them which then caused her to be blamed for waved fees even though it wasn't she that did so. This blame is compounded with the fact that her scores stay low for being the "bad guy" while the escalation department becomes the hero. This is not fair to Veronica to take the brunt of this so she's not wrong at all. Also, I'm not sure why your comment was entered as a reply to mine since it had nothing to do with what I said. 🤷🏻♀
@russelbiffs3683 Incorrect... Why have a process and policy if the inevitable is the result... This enables poor customer behavior and retention knowing they will not have to pay if they throw a tantrum... "Customer is always right" proved this one the precious decade, thats why we don't apply it anymore Manage with a backbone and hold to your policy, or adjust, no need for your lower paid workers to be verbally abused 24/7 when you don't even uphold the same values...
I could be mistaken but I think this is the only channel that actually asked her permission to collab and use her audio. She mentioned it in a video on her tiktok.
I was on the phone with a customer service rep and could hear her talking to the supv about refunding my money. I guess the supv was saying I’d have to wait a week (when I’d already waited the required 10 days). So I said let me just talk to the supv, I had to get assertive, and the rep said ok hold on. After a couple seconds she came back on and said ok we’ll send the refund to you right now. Haha that chicken of a supv didn’t want to get on the phone he wanted the poor customer service rep to do his dirty work. My heart goes out to all the front line workers.
I worked for a company that was so worried the customer would go to the government, new agecies, etc, that they had the escalations team at times waive fees and update credit bureaus. That was in the 90s though.
I love these! I think I have been in almost every one of your cartoon situations in my life. I would just love to have been able to say all of those things. Thank you Veronica! 😂😂😂
Then they punish the CSR for not having a 98%+ happiness rating. It's ridiculous to hold the client to one standard and the CSR to another and then blame the CSR. Just seems like a shady way to avoid paying out raises when it comes time to talk performance.
Veronica is wrong here. Her job is to collect fees, not to question the company’s strategy. If the company’s strategy is to waive those fees at escalation department, so be it. Not her business. For the first time, Veronica is wrong here.
@@russelbiffs3683 You, in a make believe scenario that says that the rules are don’t wave the fees, made up a fake rule never before explained or heard within the skit that was explained as not something they’re supposed to do. Just so a make believe woman can be in the wrong. Just sit down please
@@russelbiffs3683 Did you really just paste this same thing multiple times across the comments? Repeating something incorrect only proves to others how ridiculous you sound...
Veronica is wrong here. Her job is to collect fees, not to question the company’s strategy. If the company’s strategy is to waive those fees at escalation department, so be it. Not her business. For the first time, Veronica is wrong here.
@@russelbiffs3683 No - she might be wrong if those calls she transfers weren't counted against her metrics (call time / unable to resolve to customer's satisfaction). But a company shouldn't get to have it both ways. If they don't want their front line reps to waive fees without sending to escalation, then they shouldn't simultaneously punish them for not waving fees and sending to escalation (wasting their time if the fees will just be waived in the end anyhow). Companies that don't respect their employees through their policies don't deserve to have their policies respected by their employees.
@russelbiffs3683 How's that boot taste? You clearly don't get it. I guess some people enjoy being mindlessly submissive and subservient. If you don't want to stand up for what's right and logical, keep it to yourself. Some people like to become the change they want to see in the world. And every little bit counts.
There’s another video in this series where Veronica mentions she does get fired constantly but keeps being brought back. The company is either desperate for workers or Veronica’s just that good at her job
This is when the questions arrive: Why is THEIR behavior being counted against me ?? Why am i being approached & they aren't?? They have to enter THEIR code , to give away anything. 😅 Usually the people they refuse to approach are their favs . 🤬
Veronica is wrong here. Her job is to collect fees, not to question the company’s strategy. If the company’s strategy is to waive those fees at escalation department, so be it. Not her business. For the first time, Veronica is wrong here.
So escalations is literally people paid less than you to deal with your shitty behavior escalating our customers that pay your paycheck. Lmfao. We had people who kept dropping calls if they couldn't make a sale because the operation managers didn't listen to our literal company policy. So shitty employees got raises for cramming and slamming, managers that didn't even know their logins for their management accounts were fucking waiving fees left and right on their agents accounts. It was fucking stupid cause these bitches were so worried about their metrics, they destroyed integrity in calling customer service. Like. The newer the managers above leads and escalations were the less they listened to us about anything but trying to push sales. Like the company was being fucking audited and these guys are like, I'm gonna do fraud.
Veronica is wrong here. Her job is to collect fees, not to question the company’s strategy. If the company’s strategy is to waive those fees at escalation department, so be it. Not her business. For the first time, Veronica is wrong here.
Exactly…. For not doing her job. All the other times, Veronica had a point against employer abuse. In this case, she’s just not doing what she was paid for. Veronica is wrong here. Her job is to collect fees, not to question the company’s strategy. If the company’s strategy is to waive those fees at escalation department, so be it. Not her business. For the first time, Veronica is wrong here.
The person or people creating these videos are stealing thr audio from the actual content creator recording her. To make matters worse, they aren't crediting her for her hard work. Shame in you.
All of these Veronica videos she comes off as having a major attitude and unlikable. Almost everything she says can be said with much more tact and maturity. Even people who are good at their jobs will eventually come into a conflict of misunderstanding. It’s crucial that they are able to speak tactfully and be mature when these situations inevitably arise. It’s basic conflict resolution and deescalation.
Veronica is wrong here. Her job is to collect fees, not to question the company’s strategy. If the company’s strategy is to waive those fees at escalation department, so be it. Not her business. For the first time, Veronica is wrong here.
Veronica is wrong here. Her job is to collect fees, not to question the company’s strategy. If the company’s strategy is to waive those fees at escalation department, so be it. Not her business. For the first time, Veronica is wrong here.
Veronica is wrong here. Her job is to collect fees, not to question the company’s strategy. If the company’s strategy is to waive those fees at escalation department, so be it. Not her business. For the first time, Veronica is wrong here.
Once again miss veronica oversteps an breaches policy and speaks very disrespectfully to those around her. What she needs to do is stfu an follow policy. Its not up to her what other employees do or what the policy is. She needs to act as shes told an stay in her lane. These are funny tho
I had a supervisor who would refund/waive fees on escalated issues, *but* not without explaining to them that the first person they spoke to was correct. That he was making a one-time exception, and flagging the account so the next person who helped them would know their one-time had been used. He was one of the good ones.
That's great for you but customers don't hear one time exception. They got what they wanted, period .
The fact the first person they spoke to was correct implies that their one-time exception to waive fees was already used up.
@@christovog They absolutely got what they wanted. And there's a 100% chance that they will demand the same next time and likely get it depending on the magnitude of their fuss. My POINT is, that he tried. He stood up to them and he stood up for us. He did not just swing through like the fee fairy, make everything alright, and leave us looking dumb under the smug gaze of the customer. Pardon me for not clarifying that earlier but I guess I thought it would be obvious.
I don’t get this
I went through this dance with Sirius XM every single year where they would jack up the price from $15 per month to $21 per month. I would be told, "nothing we can do" so I would cancel... and then go to level 2 where the rate was lowered back to $15 but there was "nothing they could do to lower the rate for that one month from $21 back to $15 so I would cancel and then go to level 3 where they would wave the extra $6.
After doing this 9 times, and spending 30 minutes each time, I finally quit Sirius entirely. Six months later, they offered me a *lower* price than I had before ($5 a month). I had retired and no longer drove an hour a day in the car and I passed. 18 months after that they offered me $33 per year for 3 years. I signed up on the under standing there would be no automatic renewal.
All senior officers and board members should be REQUIRED to personally answer customer service calls for at least one day out of every month! THEY are the ones that make up unreasonable processes and fees and then hide behind lower management and customer service reps!
🤯👍SUPER! Each year Politicians & Bureaucrats shd hve2 spnd 1 (Winter Night) outsde & 1 Week on Welfare! THEN they can have the job! 😂
@@florencepierce1864Nope. I don’t want politicians spending time on welfare-that encourages them to raise taxes to increase welfare. I do however, think that the politicians who forced farmers to give up some of their land for growing trees should only eat paper until the price of eggs and other foods is at the rate it should be with inflation.
Just like School Board members, should have to put in time teaching the awful curriculums they approve. And in States that have severely LD kids having to take standardized tests, (this can include homeschooled severely Autistic kids😢) they should have to proctor those tests without paraprofessionals helping to keep these kids seated. We have to do customer service in the respect that parents take out their frustrations on the teachers and lower level administrators and most of the time the parent is not wrong, but should go rip the school board members a new one.
Veronica is the gal you pick to lead your union. She's got the sense AND the backbone.
I worked in a call center, Veronica is my spirit animal
Omg! Right!?!
Same! I wish I could have been like Veronica!!🙂
@@Jane-yr2cg me tooo
I worked as a nursing instructor for 15 years and I had a supervisor that did the same thing. She made rule for the students, but when we when I would try to make them follow her rules, all they had to do was go to her, and she would let them break the rule. I got to the point where I felt like trying to enforce any of her rules was setting myself to be the bad guy, so she could be the hero. I found it very frustrating.
This is so common for school teachers that we don't even think about it anymore. Every year the principal has a set of rules they want us to enforce. Then within a few weeks those rules are never mentioned again until the beginning of the next year.
Supervisor: but but but
Veronica: That’s what I thought
Veronica is wrong here. Her job is to collect fees, not to question the company’s strategy. If the company’s strategy is to waive those fees at escalation department, so be it. Not her business. For the first time, Veronica is wrong here.
@@russelbiffs3683i mean that’s fine if that’s the company’s strategy but then she shouldn’t be scolded or penalized bcs the company makes the escalation department waive the fees, so I don’t believe she’s wrong
"Super V" LMFAO ROFL
This is the best one yet! Super V!!!!! 🤣🤣🤣
Veronica is wrong here. Her job is to collect fees, not to question the company’s strategy. If the company’s strategy is to waive those fees at escalation department, so be it. Not her business. For the first time, Veronica is wrong here.
@@russelbiffs3683 Watch the video again from the beginning. Veronica was following policy and was not waving the fees. The unhappy customers took it further by going to the escalation department who then waved them which then caused her to be blamed for waved fees even though it wasn't she that did so. This blame is compounded with the fact that her scores stay low for being the "bad guy" while the escalation department becomes the hero. This is not fair to Veronica to take the brunt of this so she's not wrong at all.
Also, I'm not sure why your comment was entered as a reply to mine since it had nothing to do with what I said. 🤷🏻♀
@russelbiffs3683
Incorrect...
Why have a process and policy if the inevitable is the result...
This enables poor customer behavior and retention knowing they will not have to pay if they throw a tantrum...
"Customer is always right" proved this one the precious decade, thats why we don't apply it anymore
Manage with a backbone and hold to your policy, or adjust, no need for your lower paid workers to be verbally abused 24/7 when you don't even uphold the same values...
All all the channels using CustomerServiceAcademy's audio (and I've seen dozens) this is the only one I've seen giving her proper credit 🎉
I could be mistaken but I think this is the only channel that actually asked her permission to collab and use her audio. She mentioned it in a video on her tiktok.
All she needs now is a triumphant theme song and she's all set. Go, Go Veronika! Go! :)
Rocky music
at the end i wudda said, "does that make sense?" just to really get her goat.
Yeah. If there's one question that irks me, "Does that make sense?" gets the prize, every time. Ugh!
I was on the phone with a customer service rep and could hear her talking to the supv about refunding my money. I guess the supv was saying I’d have to wait a week (when I’d already waited the required 10 days). So I said let me just talk to the supv, I had to get assertive, and the rep said ok hold on. After a couple seconds she came back on and said ok we’ll send the refund to you right now. Haha that chicken of a supv didn’t want to get on the phone he wanted the poor customer service rep to do his dirty work. My heart goes out to all the front line workers.
Super "V" is GENIUS
🤣🤣😭😭
I worked for a company that was so worried the customer would go to the government, new agecies, etc, that they had the escalations team at times waive fees and update credit bureaus. That was in the 90s though.
I love these! I think I have been in almost every one of your cartoon situations in my life. I would just love to have been able to say all of those things. Thank you Veronica! 😂😂😂
We all wish we could say what she's saying 😂
ABSOLUTELY!
They want the front li es arguing. They hope they can get the customer to give in. 😜
Then they punish the CSR for not having a 98%+ happiness rating. It's ridiculous to hold the client to one standard and the CSR to another and then blame the CSR. Just seems like a shady way to avoid paying out raises when it comes time to talk performance.
@@liwojenkins it is. They want a high turn over rate to avoid higher pay
Call her Super Veronik
Because isn’t it ironic that they only started caring about the waves fees when she started doing the same?
Veronica is wrong here. Her job is to collect fees, not to question the company’s strategy. If the company’s strategy is to waive those fees at escalation department, so be it. Not her business. For the first time, Veronica is wrong here.
@@russelbiffs3683 You, in a make believe scenario that says that the rules are don’t wave the fees, made up a fake rule never before explained or heard within the skit that was explained as not something they’re supposed to do.
Just so a make believe woman can be in the wrong.
Just sit down please
@@russelbiffs3683
Did you really just paste this same thing multiple times across the comments?
Repeating something incorrect only proves to others how ridiculous you sound...
Super V for the win
Veronica is wrong here. Her job is to collect fees, not to question the company’s strategy. If the company’s strategy is to waive those fees at escalation department, so be it. Not her business. For the first time, Veronica is wrong here.
@@russelbiffs3683 No - she might be wrong if those calls she transfers weren't counted against her metrics (call time / unable to resolve to customer's satisfaction). But a company shouldn't get to have it both ways. If they don't want their front line reps to waive fees without sending to escalation, then they shouldn't simultaneously punish them for not waving fees and sending to escalation (wasting their time if the fees will just be waived in the end anyhow).
Companies that don't respect their employees through their policies don't deserve to have their policies respected by their employees.
@russelbiffs3683 How's that boot taste? You clearly don't get it. I guess some people enjoy being mindlessly submissive and subservient. If you don't want to stand up for what's right and logical, keep it to yourself. Some people like to become the change they want to see in the world. And every little bit counts.
@@russelbiffs3683 You and your attitude is what is wrong with corporate America.
I think these should say, what I wish I would have said. No way you talk like this and not get fired several times over…lol
There’s another video in this series where Veronica mentions she does get fired constantly but keeps being brought back. The company is either desperate for workers or Veronica’s just that good at her job
Go Veronica all day every day!!!! ❤
Saint V more like it😂 when you meet her you gonna wish to be saved.
When ‘Super V’ is your super power! 😂
Yall leave Veronica alone.
Then we wouldn't have these videos lol
This is when the questions arrive: Why is THEIR behavior being counted against me ?? Why am i being approached & they aren't?? They have to enter THEIR code , to give away anything. 😅 Usually the people they refuse to approach are their favs . 🤬
Veronica is wrong here. Her job is to collect fees, not to question the company’s strategy. If the company’s strategy is to waive those fees at escalation department, so be it. Not her business. For the first time, Veronica is wrong here.
Actually, "Super V" sounds awesome!!! 🤩
Just call me Super V. Phrasing.
Yes, Super V!!!
This sounds like everyone's job, full of frustrations lol
Awesome response
I did that, then i suddenly became escalations.
I love Veronica 😂😂
Veronica rocks!
UH OH Veronica doesn't understand that escalations can't waive any fees. That's a department called retention
So escalations is literally people paid less than you to deal with your shitty behavior escalating our customers that pay your paycheck. Lmfao. We had people who kept dropping calls if they couldn't make a sale because the operation managers didn't listen to our literal company policy. So shitty employees got raises for cramming and slamming, managers that didn't even know their logins for their management accounts were fucking waiving fees left and right on their agents accounts. It was fucking stupid cause these bitches were so worried about their metrics, they destroyed integrity in calling customer service. Like. The newer the managers above leads and escalations were the less they listened to us about anything but trying to push sales. Like the company was being fucking audited and these guys are like, I'm gonna do fraud.
YEEEEESSSSSS!!!!!!❤
Lol,lol,lol!!!! Just call me Super V 😂😂😂😂😂😂😂
HAHAHAHAHAHAHAAAAAA 😂
I need a TV series or a Netflix series entitled "Super V: Working It"
Super V 😂😂
Banks make huge profits on late fees, which are unreasonably high, as are all bank fees. There needs to be stricter regulations regarding bank fees.
Biden's administration is working on limiting and in some cases eliminating fees. Nobody talks about that.
Period ☝🏾
I thoroughly dislike when organizations have policies are not followed by upper management. When an employee follow the policies they are lectured. 🤔🤨
Veronica is wrong here. Her job is to collect fees, not to question the company’s strategy. If the company’s strategy is to waive those fees at escalation department, so be it. Not her business. For the first time, Veronica is wrong here.
ok Super V, you are fired.
Exactly…. For not doing her job. All the other times, Veronica had a point against employer abuse. In this case, she’s just not doing what she was paid for.
Veronica is wrong here. Her job is to collect fees, not to question the company’s strategy. If the company’s strategy is to waive those fees at escalation department, so be it. Not her business. For the first time, Veronica is wrong here.
@russelbiffs3683
☝️
Not everybody can be an obsequious bootlicker.
😂 SUPER V!
😂😂😂
SUPER V❤❤❤
💯😂
❤❤❤
💯😅
The person or people creating these videos are stealing thr audio from the actual content creator recording her. To make matters worse, they aren't crediting her for her hard work.
Shame in you.
Lol
😂😂🤣🤣🤣🤣🤣
😂
Super v had me dyeibg 😂😂
What was the response??
How about "Super C"...???
IS like
All of these Veronica videos she comes off as having a major attitude and unlikable. Almost everything she says can be said with much more tact and maturity. Even people who are good at their jobs will eventually come into a conflict of misunderstanding. It’s crucial that they are able to speak tactfully and be mature when these situations inevitably arise. It’s basic conflict resolution and deescalation.
Veronica you are combative ALL the time
Veronica is wrong here. Her job is to collect fees, not to question the company’s strategy. If the company’s strategy is to waive those fees at escalation department, so be it. Not her business. For the first time, Veronica is wrong here.
I actually agree with her but I would still fire her. Insubordination.
Veronica is wrong here. Her job is to collect fees, not to question the company’s strategy. If the company’s strategy is to waive those fees at escalation department, so be it. Not her business. For the first time, Veronica is wrong here.
Veronica is wrong here. Her job is to collect fees, not to question the company’s strategy. If the company’s strategy is to waive those fees at escalation department, so be it. Not her business. For the first time, Veronica is wrong here.
That corporate boot must taste good to you huh?
Stolen content 👎
Mouth's are too animated not as funny
Once again miss veronica oversteps an breaches policy and speaks very disrespectfully to those around her. What she needs to do is stfu an follow policy. Its not up to her what other employees do or what the policy is. She needs to act as shes told an stay in her lane.
These are funny tho
Tell us you are a brown nose without telling us you’re it.
You’re the type to 🐀 on your coworker because it’ll make you look less crappy.
You must be low-level or mid-management who is always abusing your staff and expecting then to "stay in their lane" regardless.
@@HickoryDickory86 right
Nothing she said was disrespectful
You’re delusional
Anyone else getting the distinct impression that @russelbiffs3683 is actually Veronika's boss??? 😂😂😂
Comment 'TheRealVeronika_' if you support original content creators.
TOONTRIBEANIMATION STEALS HER WORK WITH NO CREDIT!
😂😂😂