Verizon Large Business Support Center

A clue Bell Atlantic Contract to the future when we (at GTE) will be known as 'VERIZON'... The song

This is how we are taught to answer the phone at the VERIZON's 'charm school': "Verizon Large Business Support Center, this is Mike! Is there some way in which I can offer you outstanding service? [The name was changed after the company had a contest to 'rename' it from "Verizon Business Response Center"] I submitted one but I didn't even get "Honorable Mention". If you want to know what it was, email me with the request at ¿ or ¿. If you want to make sure one reaches me, try both!

UPDATE: In addition to what we were taught in 'Charm School' we have to add a phrase into conversations with customers. Management must have been watching "Saturday Night Live" reruns with "Mister Subliminal". Now we are supposed to remind the customer we have provided them with "outstanding service". Apparently, "excellent servce" was not good enought (as if they get either).

We had a survey in May of '97 done by management. It was supposed to serve as a tool to make the BRC better. The results are finally in (Feb. '98). We now have a "Focus Team", a suggestion box and a process to select an "employee of the month" [we don't get to vote, only nominate].

Here is the survey they should have taken! A real survey

The evolution of a "Police State"!

We are "Dung Beetles"

The Work Plan!

At VERIZON the 'BRC' is the Business Response Center

At El Pollo Loco the BRC is a Bean, Rice and Cheese burrito!

To those of us doing the work of the stockholders in an 'electronic sweatshop' the BRC is Bizarre, Ridiculous and Crazy!

Doing things the 'quality way' with ISO 9000.
(Since Bell Atlantic bought us and we both became "Verizon" (the slaves go with the plantation) but ISO 9000 goes into the tank because "Homey (Bell Atlantic) don't play that"!

There are many stories in the BRC crypt. Click the toilet to see one of them...

Dakota tribal wisdom says that when you discover you are riding a dead horse, the best strategy is to dismount. However, in managing any business other strategies have to be tried to get something out of dead horses. The strategies tried by BRC management on dealing with dead horses, include:

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