CVS Caremark – “Lots of talk - Not much substance!”

Pros

Everyone at CVS/Caremark is friendly and will make you feel at home. Lots of benefits available at low employee cost. Lots of training when time is available.

Cons

Customer Care Representatives must be at the top of their game at all times. Every call is recorded and analyzed with sophisticated equipment. Reps must be "perfect" on each call no matter what the situation. Reps are tied to telephone most of the time. Difficult to take bathroom breaks when you are talking on phone to a customer. Many are calling only because they feel there is a problem that must be fixed immediately. Supervisors do not want to take phone calls if customer has problem. They prefer to remedy situation after the call is done, and angry customer is even angrier.

Advice to Senior Management

Keeping in mind management's purpose of satisfying stakeholder's equity, more training should be provided before Rep takes call on handling call without Supervisor intervention.