Original post talking about store issues and what would be hours long line is true! Our queue has been up to a 3 hour wait AND we are NOT getting lunch breaks. I have checked with friends at other stores and they are in the same boat. Forget social distancing too. DM has no solution but to keep pitching Verizon Home insurance. Customers don't necessarily want to be mean but after their wait who can blame them for being short with us. But, again, we don't deserve to have their anger put on us either. Yes, WE are Verizon but I am not the fool who changed our staffing. The leadership that made this change is safe at home planning their next lair lair pants on fire "up to speed" brainwash call. Get 4-5 SS's minimum here at all times and be staffed for vacations and call offs. We are the sales people. We are the customer loyalty retainers. If you can't do the people experience correctly then what do you really have left?? Verizon has way over 100 million customers!!! This is the customer to employee ratio you settled on? Unresolved issues and unhappy customers continue to get turned away or just plain pi—d and leave. Your RIS and tracking reports don't show that cause the account didn't get "opened". Another one bites the dust. This place is a train wreck. Rumor has it they are bringing in Umpa lumpa's to help staff the stores. Hope they bring candy.
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And the biggest issue is, the only people that wait 2 hrs are the people that have broken phones and password resets, we had at least 10 new lines walk today 10! If the people running this company can't see what is truly happening they they are either id--ts or have an agenda!!!! Customers are pi---d about wait times, pi---d about hold times, we are becoming a joke of a company.
If u aren't getting breaks... your GM is failing...
I agree with all the other stuff... but I don't care if my store is on a 3 hour wait and at the end of the day, people aren't getting helped... my staff is getting their full break. It all sucks, don't get me wrong, but in store... gotta let reps know... don't freak out... don't stress out... that que can be crazy all it wants... we are just gonna do what we can and do it as efficiently as we can. This is the model we were given... this is the result.... I don't care how many are waiting... I'm not abusing my staff any further than they already are being... and I'm not gonna let them stress over a damn que... TAKE.YOUR.BREAK
Just a couple of things. To add to your point, I believe RIS is not the best indicator for customer satisfaction. The best indicator we have is port ratio. This is what the customers are telling us by way of voting with their dollars.
The other thing I'd like to discuss (and by discuss I genuinely mean a conversation) is what is being communicated by the down-votes? Is it that you don't agree? Is it that you're against the negativity? Many people are speaking their feelings and whether I agree with the medium or not isn't the point but if the down-votes are a way to attempt to silence or disregard those feelings, I think you are doing far more harm than good. This is a crucial point in the business and better decisions need to be made unless these decisions are infact intentional and you are heading toward the desired destination.